Health & Safety
How NFID Replaced Site Search with MERL for Trusted, Science-Based Answers
The Challenge
The National Foundation for Infectious Diseases (NFID) is an independent nonprofit founded in 1973 to educate and engage the public, communities, and healthcare professionals about infectious diseases across the lifespan. Its website holds deep, science-based content on dozens of diseases, from flu and measles to RSV, polio, and antibiotic resistance.
But in an environment crowded with health misinformation, getting people to the right answer quickly is hard. NFID had the trustworthy content; what it lacked was a fast, conversational way to surface it. Traditional site search returned a list of links and left visitors to dig, often at the exact moments demand spiked, like respiratory season or an active measles outbreak.
The Solution
NFID partnered with Betty to launch MERL (“Ask MERL”) in August 2025, and replaced its website search entirely. MERL, short for Measure, Evaluate, Research, Learn, is an AI assistant grounded in NFID's own vetted content.
Now anyone can ask a question in plain language and get an accurate, science-based answer drawn from NFID resources, with links to learn more and a consistent reminder to consult a healthcare professional. MERL is positioned clearly as an informational tool, not a source of medical advice, with guardrails and a disclaimer built into the experience.
Key Elements of Success
- Search replacement, not just a widget. MERL is the front door to NFID's knowledge, turning a static search box into a guided, conversational experience.
- Grounded in trusted content. Every answer is based on NFID's science-based disease and immunization resources, supporting accuracy in a field where it matters most.
- Clear guardrails. MERL is framed as informational only, directs users to healthcare professionals, and carries a visible disclaimer, the right posture for public health.
- Built for a broad audience. From caregivers and travelers to students and healthcare professionals, MERL meets very different users at their level.
The Results
In its first roughly 10 months, MERL became a genuinely used public resource and a clear read on what people most want to know about infectious diseases.
Strong adoption and real engagement
- 5,727 conversations with 2,603 users since launch.
- Nearly 10,000 questions answered, with 2.9 messages per conversation, meaning people don't just ask once; they go deeper with follow-up questions.
- 88% content coverage, so MERL answers the large majority of questions directly from NFID's own content.
Demand that maps to real-world need
- Top topics track public health reality: flu, measles, RSV, rabies, tuberculosis, chickenpox, polio, whooping cough, and antibiotic resistance.
- NFID's “Is It Flu, COVID-19, or RSV?” differentiation content is a standout, exactly the kind of timely question people bring during respiratory season.
- Usage climbed during respiratory season and periods of measles activity, showing MERL is there when the public needs answers most.
A window into the public's questions
MERL ranges from everyday questions like “What vaccinations do I need to travel to Ethiopia?” to detailed prevention and transmission questions from students and healthcare workers. Where coverage is thinner, NFID gets a clear signal of where to expand or update content, keeping its library aligned with what people are actually asking.
Looking Ahead
With MERL established as the way the public navigates NFID's content, the focus ahead is growth and reach:
- Driving continued growth in utilization across the public and healthcare community.
- Expanding multilingual access for non-English speakers (Spanish questions are already appearing).
- Keeping answers current as guidance evolves and seasonal needs shift.
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