A merger brought three hospitals and thousands of new employees into Wellstar Health System — including clinicians learning Epic for the first time. Support requests surged overnight.
With hospital margins under pressure, adding headcount was not an option. Instead, Wellstar embedded AI on both sides of its service desk: an assistant that answers clinician questions inside the tools they already use, and AI that helps agents resolve the requests that reach them.
The results were measurable. Wellstar earned a 300% return on its automation investment and 11 full-time equivalents of added capacity, dropped incident response time 25% and cut average service desk handle time 64% — from 25 minutes to nine. The freed capacity and funds were redirected to patient care.
Inside the whitepaper:
- The workflow Wellstar used to absorb a three-hospital merger without expanding its support team
- How AI on both sides of the service desk cut handle time from 25 minutes to nine
- Where the 300% ROI and 11 full-time equivalents of reclaimed capacity came from