Case Study: National Healthcare Provider achieves 75% ticket auto-resolution and 80% productivity improvement with Aisera's AI Service Desk

National Healthcare Provider - Customer Case Study

National Healthcare Provider faced an overburdened IT service desk during and after the COVID-19 surge, handling roughly 100,000 tickets per month and struggling with telehealth access, scheduling, and record requests under a costly pay-by-contact support model. To reduce administrative load and enable faster patient care, they partnered with Aisera and deployed Aisera’s AI Service Desk leveraging Conversational AI and Conversational RPA for unified self-service across chat, phone, and collaboration platforms.

Aisera implemented automated ticket creation, routing and resolution, self-service virtual assistants, and integrations with existing systems (400+ connectors), driving up to a 75% auto-resolution rate, 90% improvement in MTTR, and an 80% boost in employee productivity. Aisera’s solution delivered around-the-clock self-service, deflected large volumes of tickets, saved millions in annual support costs, and reclaimed thousands of agent hours so staff could focus on patient care.