Case Study: Wellstar puts employees first with Moveworks conversational AI

How conversational AI helped Wellstar put its people first

Wellstar Health System partnered with Moveworks to improve employee support for its 26,000-person workforce, especially frontline healthcare workers during the height of the pandemic. The organization needed a way to deliver personalized help, instant answers, and better internal communications across the tools employees already used, including Microsoft Teams and ServiceNow.

Moveworks implemented its conversational AI bot, WALi, to automate support and employee communications across channels. The solution resolved more than 10,000 support issues instantly, unlocked 6,600 accounts, answered 5,900 questions, and drove nearly half of support tickets through the bot; it also reduced password-reset calls from 60% to 10% and sped up approvals from days to as little as an hour and a half.

Wellstar

Larry Ross

ServiceNow Manager