One of the largest US hospital networks automates 83% of IT Service Desk volume
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. This allowed easier access to support services. 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.
At a glance
83%
IT service desk volume previously handled by human agents via chat now resolved by Avaamo
40%
staff handling daily ServiceNow IT inquiries were able to move to more strategic projects within 2 months of deployment
A leading healthcare provider
One of America’s leading healthcare providers, delivering care from 25K physicians, 75K nurses, and 75K allied health professionals in 40 hospitals and 600 medical facilities. And countless rewards.
The challenge
Understanding its the employees who make the difference to patients, retaining skilled workers and increasing employee satisfaction and engagement are key initiatives. But with such a large organization and a myriad of IT and HR support processes and channels, there was a large opportunity to improve workforce productivity — particularly less wait time & easier access to HR and IT support and onboarding.
The solution
The healthcare organization implemented Avaamo’s ITSM + HR bots on variety of channels/portals so that employees could access the tools they needed wherever they choose. This includes Microsoft Teams, their HR systems, ServiceNow, and Intranet. Use case include:
– ITSM: Reset/Activate AD p/w, Create New Incident, Check Incident Status, Add Comment to Incident, Limited IT KB Articles & ServiceNow Articles, and more.
– HR: PTO Balance, View My Pay, Retirement Inquiry, Holiday/Pay Calendar, Curated HR Content, and more.
The impact
Within months of deployment, Avaamo already was resolving 83% of IT service desk volume previously handled by Kaiser’s human agents via chat. Even with the soft launch and only 71 articles and all organic adoption. 40% of staff handling daily SNOW volume of IT inquiries were able to move to more strategic projects within 2 months of deployment.
