Case Study: University of Maryland Medical System reduces helpdesk overload with AutomationEdge intelligent automation

University of Maryland Medical System reduces helpdesk overload by 80% with AutomationEdge

The University of Maryland Medical System, a large network with over 29,000 employees, faced challenges with manual helpdesk overload, specifically in its high-volume password reset and payroll processing for 45,000+ users. To accelerate these processes and reduce manual intervention, they partnered with AutomationEdge for an intelligent automation solution.

AutomationEdge implemented a Conversational AI solution with voice support to automate the IT processes. This bot created service tickets, verified user details, and reset passwords, which resulted in an 80% reduction in helpdesk overload and slashed call turnaround time from 45 minutes to just 1.1 minutes. The AutomationEdge solution automated the equivalent of two full-time employees' worth of manual work.

University of Maryland Medical System