Case Study
University Of Maryland Medical System
Reducing Manual Helpdesk Overload with AutomationEdge’s Intelligent Automation
Specializing in acute care and rehabilitation, the University Of Maryland Medical System operates in more than 150 locations and 13 hospitals having 29000+ employees.
80%
Reduction in
helpdesk overload
45 Minutes to
1.1 Minutes
Reduction in call
turnaround time
2 FTE
Equivalent manual
work automated
“
Automationedge outlined the challenges faced in the password reset process and high volume payroll processing of 45,000+ users and implemented Conversational AI with voice support and IT process automation solution.
Automation Goals
Accelerate account password reset process
- Handle 45,000+ payroll users
Lowering manual intervention
Reducing call turnaround time
Process Overview
AutomationEdge implemented Conversational AI with voice support bot. The conversational RPA bot-
- Created service ticket in Cherwell along with employee details from Dialogflow IVR
- Verified user details and sent a temporary password back to DialgFlow IVR
- Updated and reset the service ticket in Cherwell