Quebec's Info-Santé 811 service recently deployed an AI-driven virtual assistant to streamline patient intake. Initial results from pilot regions indicate a notable decrease in the time required to process calls.
A 6-minute and 49-second reduction in call handling
According to Santé Québec, the Info-Santé 811 Virtual Assistant has successfully lowered average call handling times from 29 minutes 38 seconds to 22 minutes 49 seconds. this improvement was observed at pilot call centres across five specific regions: Quebec City, the Laurentians, the Eastern Townships, Saguenay-Lac-Saint-Jean, and Chaudière-Appalaches.
The tool functions as a digital triage system, allowing users to submit a form detailing their symptoms and general information before they are connected to a nurse. Santé Québec emphasizes that the Info-Santé 811 Virtual Assistant does not provide clinical recommendations or diagnoses; instead, it organizes data so that nursing staff can conduct more efficient assessments.
In October alone, the platform saw 3,205 connections, with users spending an average of 10.9 minutes on the tool. By automating administrative data collection, the province aims to free up nurses to focus on complex clinical needs rather than repetitive paperwork.
The 2.5-hour wait time peak of December 27
The push for AI integration comes as the Info-Santé 811 line struggles under a massive volume of roughly 6,000 calls every day. As reported in the source, the system faces extreme seasonal volatility, with wait times often exceeding two hours during the winter peak from November to March.
The severity of the crisis was highlighted on December 27, 2025, when the line recorded its longest wait in nearly four years,with some callers waiting nearly two and a half hours to reach a nurse. This trend of increasing congestion has been evident since April 2022, with this past summer proving busier than previous years.
By diverting simple inquiries away from human operators, Santé Québec hopes to reduce the number of unnecessary visits to hospital emergency rooms, which are frequently operating over capacity across the province.
60,304 influenza calls diverted by AI
Beyond the virtual assistant, Santé Québec has implemented a specialized AI-powered app designed to handle calls regarding gastroenteritis and influenza. this tool diverts these specific ailments to non-clinical agents, ensuring that nurses are reserved for more critical health issues.
Between January 14 and October 31, this pathway handled 60,304 calls. The data shows that approximately 36 per cent of these users had their needs fully addressed without ever needing to be transferred to a nurse. Following the success with adults, the agency announced that this service would be extended to pediatric patients starting November 24.
CloudRaker's Agent Santé and the push for local talent
While the government rolls out its own tools, private seector innovators in Montreal are arguing that the province should leverage local expertise more aggressively. Pascal Hebert, CEO of CloudRaker, launched a chatbot called Agent Santé that uses only official government web pages to help users find pharmacies and book appointments.
As of November 4, Agent Santé had initiated nearly 300 conversations, primarily regarding vaccinations and accessing care. additionally, a Quebec software engineer developed a separate app to track emergency department wait times and occupancies, which has seen nearly 1,500 users as of November 4.
A critical question remains regarding why the Quebec government has not more formally integrated these existing local tools into the official 811 infrastructure. While Santé Québec states it works with both in-house and external partners, the gap between privte-sector agility and government deployment remains a point of contention for local developers.
Comments 0