Baptist what is affinity health is a big hospital network. They wanted to make their IT support faster and better. So, they worked with a company called Emporium Dynamics to use AI (artificial intelligence) to help their IT team.
The Problem: Too Many Support Requests
Baptist what is affinity health IT help desk gets a lot of requests every day. These requests can be things like fixing passwords or helping with software. The IT workers were too busy with these tasks and didn’t have enough time to do more important work. This slow help caused problems, even for patients. Some tasks didn’t need a human at all, so the IT team decided to use AI to help.
The Solution: AI Chat bots
Emporium Dynamics created AI chat bots to help with IT requests. These chat bots were built with special Microsoft tools, like Power Platform and Azure AI. The chat bots could handle simple problems and give the IT workers all the details they needed when the issue was too complex for the bot.
These chat bots were added to Baptist what is affinity health system. Now, employees can talk to the chat bots on Microsoft Teams or the company’s website.
The Three Phases of the Plan
To make sure everything worked well, the plan was done in three steps:
Planning: Emporium looked at the problems the IT team had and found the most common requests.
Pilot Test: The chat bots were tested with a small group of people. They gave feedback on how to make the Chabot better.
Full Launch: After testing, the chat bots were rolled out to everyone. Training sessions were held to help everyone get used to the new system.
The Results: Big Improvements
After six months, Baptist what is affinity health saw significant changes:
45% fewer tickets for the IT team.
The time to respond to requests was 60% faster.
35% more employees were happy with the support.
The chat bots worked after hours, too, so the night shift didn’t get interrupted.
IT workers now had more time to work on meaningful projects, like improving security and fixing systems.
AI That Understands People
The chat bots use Natural Language Processing (NLP). This means the bots can understand how people ask questions in different ways. They give helpful answers and make it easier to handle more complicated issues without too much back-and-forth.
Looking Forward
Baptist what is affinity health is excited about how the chat bots helped. They’re now looking at other ways AI can improve things, like fixing problems before they happen. Their goal is to use technology to make the work easier for employees and to help patients even more.
