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.

Reduced Manual Helpdesk Overload with AutomationEdge’s Intelligent Automation

80%

Reduction in
helpdesk overload

45 Minutes to
1.1 Minutes

Reduction in call
turnaround time

2 FTE

Equivalent manual
work automated

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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

The Only Conversational AI And Automation Platform You’ll Ever Need

75% Improvement In Customer Satisfaction Rating90% Reduction In Employee Wait Time50% Of Tickets With End-to-End AutomationNew Revenue Channel Created With Conversational AI

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The Only Conversational AI And Automation Platform You’ll Ever Need

75% Improvement In Customer Satisfaction Rating90% Reduction In Employee Wait Time50% Of Tickets With End-to-End AutomationNew Revenue Channel Created With Conversational AI

Request A Demo