PATCHS AI uses a form of Natural Language Processing (NLP) that involves Deep Learning, which is a kind of Machine Learning. It is not a keyword search, or clinical guideline algorithm, though for certain AIs sometimes additional keywords and algorithms are used to boost performance.
PATCHS AI has learned how to process patient requests each time a human user makes a triage decision on actual requests submitted by patients. This means PATCHS can deal with real-world patient health problems, spelling mistakes, and uncertainty - all of which are essential for General Practice.
PATCHS AI has learned from the experience of hundreds of PATCHS users across the country who triage tens of thousands of patient requests each week (see: the wisdom of the Crowd). And it's learning more every day - each time a user makes a triage decision they are teaching PATCHS how to triage similar patient requests in future.