Susan is the first Rheumatoid Arthritis and COVID-19 chatbot to launch in the UK. By combining a robust process of researching patients’ most common concerns and writing patient friendly responses, with cutting edge natural language processing AI, we were able to supplement the fantastic work of the helpline team. Susan provides patients with access to instant advice, 24/7 and accessible from anywhere, allowing the NRAS helpline team to focus on more complex enquiries that are best dealt with by a human. The chatbot exceeded all expectations with fantastic engagement statistics and positive feedback from users. Susan even contributed to a 60% reduction in helpline call volume, taking pressure off the NRAS team.