Case Study: University of Maryland Medical Center achieves 80% reduction in help desk overload with AutomationEdge

A Healthy Dose Of Automation for University of Maryland Medical System Reduced 80% Help Desk Overload

The University of Maryland Medical Center faced a large surge of Active Directory password reset requests—over 45,000 users during payroll processing—leading to help-desk overload, long turnaround times and heavy manual intervention during peak hours. AutomationEdge was engaged to address this by deploying a Conversational AI (Dialogflow IVR) plus IT process automation/RPA solution to streamline and automate password resets.

AutomationEdge implemented an integrated flow where the Dialogflow IVR captures employee data, invokes an AE Bot that creates and updates Cherwell service tickets, verifies users, resets AD passwords and returns temporary passwords via the IVR while logging actions to the AE database. The solution reduced help-desk workload by 80%, cut call turnaround from about 45 minutes to near zero, automated the equivalent of ~2 FTEs and provided a scalable design to handle sudden call surges.

University of Maryland Medical Center