A major US healthcare provider with over 175,000 staff aimed to improve employee retention and engagement. To boost productivity, they implemented Avaamo’s ITSM and HR chatbots across platforms like Microsoft Teams, HR systems, ServiceNow, and their intranet. Within months, Avaamo’s solution resolved 83% of IT service desk inquiries previously handled by human agents via chat, enabling staff reallocation to strategic roles and improving operational efficiency.
IT service desk chat volume previously handled by human agents, now resolved by Avaamo
Of ServiceNow IT support staff moved to strategic projects within 2 months
Skills supported by the HR virtual assistant
A leading healthcare provider
Operating in the southeast US, this healthcare provider comprises a system of member hospitals involved in research, clinical care, and education. It has consistently been ranked in the top 5 in the United States by U.S. News & World Report, from among 5,462 medical centers. The healthcare provider serves 5 million outpatients and has 25,000 employees.
The challenge
Due to recurring COVID-19 surges, the hospital’s internal staff were looking for ways to more efficiently manage the influx of HR questions around onboarding, transfers, payroll and benefits, new manager training, and recruitment. The hospital sought an automation solution that could deliver additional capacity and faster resolutions with reduced wait times to hospital staff for these wide ranges of inquiries.
The solution
Avaamo provided an AI-based digital solution that automates common requests for the staff at the hospital – which is critical for greater scalability at an innovative organization with 25,000 staff. Available via web, these virtual assistants deliver quick and timely responses at scale through seamless backend integrations with the hospital’s SharePoint and external website, to accelerate the automation of common staff queries. As a result, the simple natural language interface supports 20+ skills and is expected to deflect approximately 1,000 hours of repetitive questions every quarter.