How Baptist Health Leveraged AI to Improve Help Desk Management
The Challenge: Manual Overload on IT Teams
Like many healthcare organizations, Baptist Health's help desk was handling hundreds of tickets daily. From simple password resets to software access issues, IT staff were constantly firefighting rather than focusing on strategic improvements. The backlog affected every level of the organization—delays in support meant slower operations, which ultimately impacted patient services.
Furthermore, many of these tasks were repetitive and didn't require human decision-making. The team realized the need for automation but wanted to do it smartly, using AI that could grow with their needs.
The Imperium Dynamics Solution
Imperium Dynamics designed and deployed an AI-driven help desk chatbot built using Microsoft Power Platform, Azure AI, and CoPilot Studio. The solution was designed to:
Automate routine queries such as password resets and access requests
such as password resets and access requests Provide self-service articles directly through the chat interface
directly through the chat interface Escalate complex tickets to IT staff with all contextual information included
to IT staff with all contextual information included Operate 24/7, providing consistent support across all shifts
The chatbot was integrated into Baptist Health's internal systems and made available through platforms like Microsoft Teams and the company's employee portal.
Phased Implementation
To ensure a seamless rollout, the project followed a 3-phase approach:
Assessment & Planning: Imperium evaluated the existing ticketing systems and identified the most common pain points and ticket types.
Pilot Launch: A limited version of the chatbot was deployed to a select group of users. Feedback was collected and used to fine-tune responses.
Full Deployment: After successful testing, the chatbot was rolled out organization-wide, backed by training resources and change adoption workshops.
Results That Speak Volumes
In the first six months following the deployment, Baptist Health saw remarkable improvements:
Ticket volume reduced by 45% for live IT staff
for live IT staff 60% faster average response times
35% boost in employee satisfaction scores related to internal support
related to internal support Full after-hours support, minimizing disruptions for night shift personnel
Moreover, IT staff now had the bandwidth to focus on proactive projects like cybersecurity enhancements and system optimization.
AI with Empathy and Context
What set Imperium's solution apart was the chatbot's human-like interaction and contextual awareness. Built with natural language processing (NLP), the bot could understand different ways users asked the same question and provide accurate, conversational responses. It also preserved the full chat history for escalated tickets, reducing back-and-forth.
Looking Ahead
Encouraged by early success, Baptist Health is now exploring further AI-driven enhancements, including predictive maintenance alerts and AI-assisted knowledge base creation. The ultimate goal? To create a digital-first support ecosystem that empowers employees and drives better patient outcomes.
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