What was done
Adults calling Info-Santé 811 who choose the influenza or gastroenteritis option are transferred to a non-clinical agent using Navig, an AI app with clinician-validated prompts that suggests the next questions and the course of action (an 811 nurse, a pharmacy, an emergency department, poison control, SOS Pregnancy or a specialist appointment). Agents first screen out life-threatening emergencies and do not give clinical assessments. Implemented in April 2026 after two pilot phases.
Outcome
Between February and June 2026, of 17,366 adult flu/gastro calls, about 5,000 were handled by agents using Navig and about 12,000 by nurses; all would previously have gone to a nurse. Santé Québec says waits for this option fell from nearly an hour to about 15 minutes. It plans to extend the technology to all Info-Santé calls and Info-Social.
Evidence: News (trade press, citing Santé Québec). Figures are as reported by the source and have not been independently audited by AgentsNorth.
Prompt Reconstructed by AgentsNorth
The source didn't publish its prompt. This is our reconstruction of a starting prompt for a similar workflow, not the company's actual prompt.
You support a non-clinical health line agent on a call about adult flu or gastro symptoms. First, walk the agent through the emergency screening questions; if any red flag is present, instruct immediate transfer to 911 or a nurse. Otherwise suggest the next validated question to ask, one at a time, and at the end recommend one orientation: nurse callback, pharmacy, emergency department, poison control or a medical appointment, with the reason. Never give a diagnosis.