Platform24 Launches Dialogue-Based AI Triage – From Click-Through Forms to Intelligent Dialogue

The launch marks an important product and regulatory milestone. The technical documentation has been finalized; the product is now being brought to market and will gradually become available to customers. 

The new solution is based on Platform24’s CE-marked triage engine and quality-assured medical content, but introduces an entirely new patient experience with AI-driven dialogue. In practice, this means that patients engage with healthcare through a more personalized and intuitive interaction, while the information is structured according to the same medical logic as in the form-based version of Triage24.

Several customers are now preparing to roll out the new dialogue-based product version, including Swedish healthcare providers and a customer where the solution will be used on a national level in a European country. The rollout is taking place in stages, with ongoing quality assurance and follow-up.

For many years, digital triage has helped healthcare providers prioritize patients, direct them to the appropriate level of care, and free up time for healthcare staff. At the same time, click-based forms can sometimes be perceived as rigid, time-consuming, or difficult for patients to understand. With this new dialogue-based version, Platform24 aims to combine the medical safety of established digital triage with a more natural and intuitive patient experience.

“With our new AI triage, we’re bringing the personal and intuitive dialogue format into the digital environment, without compromising patient safety, quality-assured medical logic, or traceability. Patients can describe their symptoms in a more intuitive way, while healthcare professionals receive structured and actionable information,” says Johannes Kriisa, physician and product manager at Platform24.

The new product version uses an AI agent as a conversational layer on top of Platform24’s existing medical content. The agent can understand free-form text, ask relevant follow-up questions, clarify what is being asked, and rephrase medical questions into more understandable language. The chat can also detect when the patient has already answered a question in their narrative and map the information to the same structured response model used in the form-based triage.

The medical assessment and prioritization are still performed by Platform24’s existing triage engine and are based on the same underlying medical logic, question sets, exit attributes, and operational rules as the form-based version of Triage24. The AI agent therefore does not provide medical advice of its own, but rather functions as a conversational layer that collects and structures information, thereby limiting the risk of unverified recommendations. The difference is that the patient no longer has to click through static response options, while healthcare providers continue to receive a structured basis for decision-making based on quality-assured triage logic.

“This is an important step in the development of digital healthcare. We’ve seen that more and more patients are turning to general AI services where they can describe their symptoms in their own words, but such solutions aren’t built to handle sensitive health data and, of course, don’t incorporate medical prioritization into healthcare processes. Our solution combines an intuitive user experience with medical device quality assurance, clinical traceability, and controlled medical logic,” says Stina Perdahl, a specialist in general medicine and medical director at Platform24. 

About Triage24

Triage24 is Platform24’s medical device software for digital symptom assessment and care navigation. The product is CE-marked as a class IIa medical device under EU’s Medical Device Regulation (MDR) and helps patients describe their symptoms and, based on medical content and operational rules, directs them to the appropriate level of care and the next step in the care pathway. Triage24 is now available in two versions with the same medical purpose and underlying logic: a form-based version where the patient answers via clickable questions, and a conversation-based version where the patient answers through natural dialogue in a chat.