Healthcare provider: NowAssist and GenAI deployment

The client

A major healthcare network: 2.5 million patients, 40 hospitals, 200+ clinics. 15,000 employees depend on IT and HR services, and clinical systems must hold 24/7.

The challenge

• ▸Manual case handling: agents spent 40% of their time on documentation and summaries
• ▸Knowledge gaps: resolutions varied because knowledge lived in silos
• ▸Agent burnout: workload drove 35% annual turnover
• ▸Slow resolution: average handling time of 45 minutes
• ▸Weak self-service: only 20% of attempts succeeded, so everything landed on the desk
• ▸Compliance risk: manual process left documentation gaps at audit time

How we ran it

Phase 1: discovery and design, 3 weeks

• ▸Service desk workflow analysis
• ▸High-volume use cases selected for AI
• ▸Knowledge base quality assessed
• ▸Governance framework for AI-generated content

Phase 2: NowAssist foundation, 6 weeks

• ▸NowAssist deployed for ITSM and HR Service Delivery
• ▸Case summarization on every queue
• ▸AI knowledge article generation
• ▸Intelligent categorization and routing

Phase 3: virtual agents, 8 weeks

• ▸Generative AI added to the virtual agent
• ▸Conversational AI trained on healthcare terminology
• ▸Specialty agents for IT, HR, and Facilities
• ▸Proactive chat for high-priority issues

Phase 4: knowledge AI and tuning, 4 weeks

• ▸AI-powered knowledge search and recommendations
• ▸Articles auto-updated from case resolutions
• ▸Feedback loops for continuous learning
• ▸Training program for 120 agents

What we delivered

NowAssist capabilities

• ▸Case summarization: instant summaries for faster handoffs
• ▸Knowledge generation: articles created from successful resolutions
• ▸Intelligent search: natural language search with context-aware results
• ▸Text suggestions: drafted responses for common scenarios
• ▸Code generation: scripts for routine IT tasks

Virtual agent features

• ▸Natural dialogue with healthcare context
• ▸Consistent experience across web, mobile, and Teams
• ▸Predictive issue detection and outreach
• ▸Smart escalation to the right specialists
• ▸Role-aware responses for clinical and administrative users

Results

Agents

• ▸70% productivity increase through automated documentation
• ▸Handling time down from 45 to 22 minutes
• ▸80% faster case summaries
• ▸65% less time searching for knowledge
• ▸40% fewer escalations

Users

• ▸Satisfaction up from 3.2 to 4.9 out of 5
• ▸85% virtual agent resolution on common requests
• ▸Self-service success up from 20% to 60%
• ▸90% shorter hold times at peak
• ▸24/7 coverage without added headcount

Business

• ▸$1.8M annual savings from efficiency gains
• ▸Agent turnover down from 35% to 15%
• ▸12 FTEs redeployed to strategic work
• ▸99.5% SLA achievement across all categories

Stack