Simplifying information
CJG Rijnmond: AI Vaccination Chatbot
CJG Rijnmond processes thousands of questions from parents about the national vaccination programme: from scheduling and side effects to catch-up vaccinations. Staff were spending significant time answering recurring routine questions. Together we built an AI chatbot that solves this.
CJG Rijnmond processes thousands of questions from parents about the National Vaccination Programme — from scheduling overviews and side effects to catch-up vaccinations for children who started late. Staff were spending a large part of their time on recurring routine questions, leaving less capacity for complex cases that require personal attention.
Thousands of questions, limited capacity
The National Vaccination Programme is complex. Parents have questions about schedules, side effects, contraindications, catch-up schedules and much more. A large proportion of those questions are routine and can be answered well using existing, verified information — but they still take up significant staff time.
Outside office hours, parents were left to navigate websites and leaflets, or had to wait until the next working day. This led to unnecessary anxiety and additional pressure on the phone lines.
A RAG-based chatbot built on verified information
Together with CJG Rijnmond we implemented an AI chatbot that works on the basis of CJG's own, verified vaccination information. The chatbot uses RAG (Retrieval-Augmented Generation) to provide accurate, real-time answers grounded in reliable sources.
Routine questions are handled autonomously. Sensitive questions or situations requiring personal guidance are escalated to a professional. This makes the chatbot a smart filter: it relieves staff without sacrificing thoroughness.
Immediate results for parents and staff
“
Finally an answer to my question at 11 o'clock at night, without having to wait.
The chatbot — known internally as Juno — delivers direct value:
- 24/7 availability: Parents get instant answers outside office hours
- Parents helped in under 30 seconds: No phone queue, no callback request
- Staff retain more time for complex cases that require genuine human expertise
Technology in service of care
This project demonstrates how AI can be deployed responsibly in a sensitive context: the chatbot only provides information based on verified sources, escalates to professionals when necessary, and is fully transparent about its role as a digital assistant.
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