it_support · healthcare · workflow
Aisera AI Service Desk achieves 75% auto-resolution rate at national healthcare provider
A national healthcare provider handling an average of 100,000 support tickets per month faced escalating strain as remote working and tele-health adoption surged, resulting in higher costs, burdened staff, and difficulties accessing medical records, scheduling appointments, and responding to EMS calls.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · High-volume ticket intake
An average of 100,000 support tickets per month from hospital employees and patients drives the workflow.
Tools used
AiseraGPT
Outcome
Through Aisera's Generative AI solution, the healthcare provider achieved 80% improved employee productivity, 90% improved mean-time-to-resolution, a 75% auto-resolution rate, and enormous cost savings, while enabling employees with immediate self-service options.
Results
Time saved90%
Volume80%
Cost replacedenormous cost savings
Grounding & classification
Source type: vendor customer story
24 fields verified against source quotes, 1 dropped as unverifiable.
agentic workflowconversational aisupport agentsupport ticketmetric backedproduction runtime claimedtools describedvendor confirmedworkflow describedhealthcareautomation ratecost reductioncycle time reductionemployee productivityvendor customer storyit supportticket triageautonomous resolutionintake to triage