Dr. Elliot Smith cannot be accused of lacking ambition. A high achiever with a Ph.D. in Electrical Engineering and a specialist in magnetic resonance imaging (MRI) systems, Smith aims to deliver top quality healthcare to anyone in the world — regardless of their location or wealth.

Dr. Smith has already made strides on this journey with his Brisbane, Queensland-headquartered business, Maxwell MRI. “I saw there was a big gap in the market around automating the diagnosis of health conditions,” he says. “Existing processes were typically manual and involved a lot of people.”

Artificial intelligence (AI) and machine learning can remove a key obstacle to scaling out medicine and improve the efficiency and accuracy of diagnosing conditions, the healthcare entrepreneur believes.

“Our grand vision is to build an AI doctor that anyone can receive affordable support from and connect to in order to obtain results,” explains Dr. Smith.

Maxwell MRI presently enables clinicians to submit anonymised MRI scans to a machine learning enabled AI platform to help diagnose prostate cancer. The service is sold to clinicians who can then charge a per-session fee to clients. As well as obtaining results for individual cases, the MRI scans and associated information is used to ‘train’ the platform to deliver accurate diagnoses faster and in a more affordable way than existing systems do.

Dr. Smith and his team started by running a number of functions and processes on a single server with graphics processing units (GPUs) and sizable hard disk capacity. However, this infrastructure could not scale to support the planned growth of the business. Each case Maxwell MRI processes involves about 200MB of data in MRI scans alone. Once supplementary data, blood test result, pathology results and genetic information is included, this load can reach more than 1GB of data per patient.

The business aimed to process 150,000 cases by the end of 2018. This required a service that could deliver massive scale in data storage and compute, and could easily be accessed from any location. “We wanted to move from three GPUs to 30 GPUs without having to buy more servers or other associated equipment, so the cloud was the natural next step,” says Dr. Smith.

Maxwell MRI evaluated Google Cloud Platform (GCP) and determined that the managed services component of GCP would remove the burden of infrastructure deployment and administration. In addition, Google Cloud Machine Learning Engine would enable the business to scale to as many GPUs as needed to meet demand.

Maxwell MRI started with some small experiments to determine that GCP met all its requirements and completed its migration to the platform in February 2017. “We really started to scale up the data we had and consequently our computing requirements at that time,” Dr. Smith says.

The Maxwell MRI platform features an upload service that enables clinicians to upload imaging and associated data. This service triggers several different upload pipelines that clean and standardise data. They then write imaging data to Google Cloud Storage, and more structured data to a combination of Google Cloud Datastore and Google Cloud Spanner.

The platform then converts the information into records that can be used to ‘train’ new machine learning configurations or run evaluations through existing machine learning pipelines.

“The tasks we perform including segmenting various anatomical regions for analysis and sending those results back into Google Cloud Storage,” says Dr. Smith. “This then commences that repeated process of running Google Cloud Dataflow pipelines and machine learning algorithms, and presenting those outcomes back to the clinicians.”

Existing Literature Validated

The data processed and analysed to date has, Dr Smith says, enabled Maxwell MRI to help validate existing literature that indicates clinicians lack confidence in existing early-stage testing procedures for prostate cancer. This prompts them to move quickly to the biopsy stage to assure themselves their diagnosis is valid. “New technologies have a lot of potential to rectify this situation and guide treatment to be more accurate, specific and cost-effective,” he says.

Results Delivered in 10-15 Minutes

More specifically, using GCP has enabled Maxwell MRI to guarantee to clinicians that results will be delivered within minutes. “Clinicians are used to getting results back in two days to a week,” says Dr. Smith. “We’re saying that with our platform running on GCP we’ll deliver you results in 10 to 15 minutes, regardless of the number of patients coming in.”

Running on GCP has enabled the business to accelerate its development cycles, test new ideas easily on a subset of data, test in parallel and deliver new services considerably faster than in another environment. In addition, the flexible GCP charging model aligned with the ability to scale compute capabilities quickly and easily has enabled the fledgling business to control its costs.

Google technologies are poised to play an integral role in the business’s future. “With Google available, it doesn’t make sense for us to use our own infrastructure,” Dr. Smith says. “Our expertise in AI, machine learning and clinical engagement complements cloud platform specialties of infrastructure, managed services and ease of use. We see a bright future ahead in helping to transform healthcare globally.”

Over the last two years, we’ve seen a significant uptick in the number of people using messaging to connect with businesses. Whether it was checking hours of operation, verifying what was in stock, or scheduling a pick-up, the pandemic caused a significant shift in consumer behavior.

• 45% of users are spending more time on messaging services because of the pandemic 
• 85% of consumers would like to message brands directly

With the rise in demand for messaging, consumers expect communication with businesses to be  speedy, simple, and convenient. For businesses, keeping up with customer inquiries can be a labor-intensive process, and offering 24/7 support outside of store hours can be costly.  

To help businesses seamlessly deliver helpful, timely, and engaging conversations with customers when and where they need help, we introduced AI-powered Business Messages.

https://youtube.com/watch?v=fcgP3RHjBLY%3Fenablejsapi%3D1%26

What is AI-powered Business Messages?

With AI-powered Business Messages, you can connect with your customers in their moment of need, in the places they’re looking for answers—such as Google Search, Google Maps, or any brand-owned channel. For instance, check out how Walmart customers in the US are able to receive real-time information on product availability, straight from a search results page.

People turn to Google when they are searching for answers to their questions, looking to buy something, or trying to accomplish a particular task with one of our many tools. In fact, 68% of all online experiences begin with a search engine.

At Google, we know how important it is for interactions with a brand to be personalized, helpful, and simple. With AI-powered Business Messages, customers are able to chat with virtual agents that understand, interact, and respond in natural ways.

We are also combining smart automation with the ability for customers to chat with live agents when it’s really needed. This approach saves your customers precious time, while also saving you money. And with Business Messages automatically handling many customer inquiries in the background, businesses have the option to distribute their human customer service agents to address other needs. 

Getting started with conversational AI is easy with Bot-in-a-Box

We know it can be difficult to get started with AI. That’s why we are utilizing existing Google AI tools like Dialogflow—part of Google Cloud Contact Center AI—to create the capability within Google’s Business Messages called Bot-in-a-Box, which makes getting started with Conversational AI easy. Bot-in-a-Box allows for fast and effective adoption of automation for businesses of all sizes. 

Enabling Business Messages with Bot-in-a-Box can be as simple as leveraging an existing customer FAQ document you already have, whether it’s from a web page or an internal document. And since the conversational AI is powered by Business Messages and Dialogflow working together, your chat bot is able to understand and respond to customer questions automatically without the need to write code. 

Bot-in-a-Box also supports other critical journeys like “Custom Intents.” That means that your bot is able to understand the different ways customers express a similar question and respond accurately by using machine learning capabilities.

Finding success 

In April 2021, Wake County courthouses in North Carolina partnered with Tango Technology to implement Business Messages when it became apparent that being able to provide the public and attorneys with around-the-clock access to information would significantly reduce the pressure on courthouse staff. Using Bot-in-a-Box, Tango Technology was able to customize a solution for Wake County Courthouse, Justice Center, and Clerk of Superior Court in just four days.

“With the combination of Google’s Business Messages, GCP, and Dialogflow, we were able to spin up an AI-driven bot for the courts in days. And the technology stack allows us to continually improve by adding functionality in an agile process.”— Mike Lotz, Co-Founder, Tango Technology

With Business Messages, North Carolina courthouses saw a 37% decrease in the call volume handled by courthouse staff.  With 398,298 fewer phone calls during the first year of operation, the AI-based messages helped Wake County Courthouse work more efficiently and productively.

We’ve seen many brands benefiting from AI-powered Business Messages. For instance, Levi’s saw a 30% increase in off-hours shoppers and surpassed 85% customer satisfaction scores after implementing Business Messages. They also drove 30x more store-related questions than Levi’s website chat. 

Bring Google’s conversational AI to your storefront with Business Messages

Google’s Business Messages makes it easier for businesses of all sizes to engage their existing or potential customers in a virtual conversation, when and where they need it. 

To learn more, watch our Cloud Next session here or visit us at g.co/businessmessages. We have specialized services to help you get started  and can share the wisdom of our channel partners and dedicated experts who specialize in unleashing the potential of conversational AI.