Part of the BMJ Global Health supplement on Digital Health in South Africa, this paper analyses over 65,000 messages, including reports of mistreatment. The researchers report on how automation could help flag and prioritize high-risk cases more effectively.

Engelhard M, Copley C, Watson J, Pillay Y, Barron P, LeFevre AE. Optimising mHealth helpdesk responsiveness in South Africa: towards automated message triage. BMJ Global Health. 2018;3:e000567. https://doi.org/10.1136/bmjgh-2017-000567