WIXLIB

“Wellstar is committed to being the besthealthcare provider that it can be. Andthat means finding and investing in themost innovative technology. Moveworksis that technology.”“Moveworks plays a huge role in helping usput our employees first.”— Dianne Kokotoff, Executive Director ofEnterprise Solutions and Automation, WellstarHow conversational AIhelped Wellstarput its people first Case StudyConversations with theMoveworks bot Moveworks, Inc 100Kmoveworks.com

Wellstar is more thanhealthcareWellstar Health System’s mission is to provide high-quality,tailored care for every one of its patients. Responsible forthe health and wellbeing of one in every six Georgians, theorganization required a bold new approach to make thismission possible.That’s why company leaders launched an initiative now knownas PeopleCare, a pledge to put patients first by investing ininnovative, life-saving technologies, providing convenientaccess to medical care, and ensuring the highest safetystandards. By starting with what makes a great healthcareexperience, today Wellstar accommodates each and everypatient with specialized support.Following the success of PeopleCare, Dianne Kokotoff,Executive Director of Enterprise Solutions and Automationat Wellstar, wanted to extend this same philosophy to theorganization’s employees. To ensure that every one ofWellstar’s 26,000-strong workforce received the help theydeserved, she and her team started by asking a question:what makes a great employee experience?Challenges Automating personalized support forover 26K employees Supporting frontline healthcareworkers at the height of a pandemicResults Resolved more than 10K support issuesfor employees, instantly Transformed communications strategywith interactive, targeted messagesKey IntegrationsMicrosoft TeamsChatServiceNowITSMWhat makes a great employeeexperience?Active DirectoryDLMost companies think about support from the IT team’sperspective. But at the end of the day, what’s the service desk’sprimary responsibility? To deliver hardware? To troubleshoot?To maintain security? To just keep the trains running on time?Kokotoff argued that the real responsibility of IT was to keepend-users happy, from their day-one onboarding throughthe entire employee lifecycle. That said, building a betteremployee experience wouldn’t be as simple as updating afew policies. Valued team members—already dealing withthe demands of being medical professionals at the height of Moveworks, IncSymantec VIPMFABotWALimoveworks.com

a pandemic—were burning out daily, just from dealing withfrustrating tech problems. And frontline workers didn’t knowwhere to go for help, their issues often took days to solve,and they often missed vital updates.With these core challenges in mind, Kokotoff and her teamwent searching for a solution that:01020304 Worked from day one,improving itself over timeAutomating support with WALiIn May 2020, Wellstar deployed its Moveworks bot, betterknown to the team as WALi. Powered by advanced artificialintelligence (AI), WALi ensures employees get the help theyneed through natural conversations. Whether a frontline workeris locked out of their account or an office-based admin hasa question about a new policy—the bot understands eachrequest, determining the most relevant solutions in seconds.When it’s easy to get answers, employees are free to helpthemselves, which is why Wellstar was intent to deliver asimple, conversational support experience across everychannel. Today, WALi intercepts employees’ issues whereverthey’re submitted: via direct message in Microsoft Teams,inside the organization’s ServiceNow portal, and in the nearfuture, on Epic, an electronic medical record platform. The botempowers people to address their own issues no matter wherethey go. Made it easy for employeesto find and get help Delivered instant answers toemployees’ questions Kept everyone on the same page withtargeted communications“My job is to optimize the employeeexperience—and that means finding theright tools for the job. I chose Moveworksbecause the team wasn’t trying to sellme a product but help me and my teamsolve tough problems.”— Dianne Kokotoff, Executive Director ofEnterprise Solutions and Automation, Wellstar“WALi’s become a real member of our team,” said Larry Ross,the ServiceNow manager at Wellstar. “We’ve gotten to thepoint it’s natural to get support through the chatbot across anumber of different platforms.”A bot that works out of the boxFor many support organizations, the question is not choosingto automate but how to automate. The options are to eithermanually build out a solution using a conventional chatbot“toolkit” or find an option that works out of the box.Moveworks by the Numbers10K6.6K5.9KIssues resolvedby WALiAccountsunlockedQuestionsanswered Moveworks, Incmoveworks.com

“I’ve built bots, and I’ve bought bots,” said Ross. “Unless youhave a huge development team, I recommend you buy. Thatway, you can get all the expertise, the knowledge, the wisdom,and the talent of the people involved.”By working back from the end-user experience, it was clear toRoss from the beginning that simplicity was key. If employeescould ask for help and get immediate answers, they wouldbe able to solve their own problems and be less frustrated bycomplex processes.While he wanted this super personalized, conversationalexperience, he also realized that creating a homegrown chatbotwith this level of sophistication would require a monumentalamount of work upfront, work his team was not equipped tomanage. To do this, he’d need a partner like Moveworks.Powered by the Moveworks Intelligence Engine , WALi gotto work in Wellstar’s support environment on day one. Thebot is constantly improving—understanding company lingo,automatically syncing with backend systems, and adaptingto user feedback—so the IT team is free to focus on otherpriorities instead of constantly maintaining dialog flows.WALi solves issues—no matterwhere they’re reportedGetting help at work often involves a hodgepodge ofcommunications that happen via chat, portals, emails, phones,system alerts, and walk-up help desks. Employees are forcedto figure out when and how to use each of these differentsystems to get help at work.Wellstar realized that to meet employees on their terms, itneeded a solution that’s the same everywhere. An employeeshould never need to think: What website do I need to go to?What portal do I use? What phone number do I call?To solve this challenge Wellstar needed to enable the samesimple conversational support everywhere employees go forhelp. Making Microsoft Teams a major support platform wasjust the first step. Today, employees don’t even have to leavetheir workflow to get help; they can just reach out to the WALivia the Teams app on their phone or desktop computer.Meeting frontline workers withMoveworks for WebEvery company wants to enable employees to self-servicetheir own support. The challenge is that everyone has theirown habits and preferences. Introducing a new system doesn’thelp if no one uses it or if you’re missing a massive segment ofyour employee population.That’s why Wellstar didn’t stop after making WALi available onTeams. In October 2021, Wellstar launched another way foremployees to engage with their bot: the ServiceNow portal.Now, when an employee logs into the portal, they’reimmediately greeted by a chat window, where they can easilyask WALi questions with natural conversation. And crucially,the experience is personalized to the specific user since WALiautomatically syncs the user’s location, permissions, andconversation history across all channels. It’s brought the fullpower of Moveworks to yet another space where Wellstaremployees—especially the frontline workers who don’t spendtheir days on Teams—have come to expect help.“Our frontline workers—they’re working a lot of hours. Thehospitals are full. If it isn’t easy to solve a problem, it’s just instantfrustration,” said Ross. “We want to be able to solve their issuesimmediately, on first contact, regardless of the support channel.”“Burnout is a big problem in the healthcare industry right now,”said Kokotoff. “We have to provide equipment, technology,and support for our healthcare team members that don’t createendless frustration.” Moveworks, Incmoveworks.com

Everyone’s first stop: WALiNext gen internal commsToday, almost half of Wellstar’s support tickets are submittedthrough WALi in chat or via the ServiceNow portal. And almostimmediately upon making WALi available on the portal, 73%of employees using Teams go to the bot first when they needsupport. This already hefty percentage is expected to rise asmore and more employees experience how easy it is to gethelp with AI.Take a step back and think about internal comms from theemployee’s perspective. What’s important to them? Especiallyduring rapid change, employees are much more receptive toclear, actionable communication, but most companies sendmass emails, which notify everyone simultaneously, withoutclarification, next steps, or personalization.The next step is to move beyond the ServiceNow portal. Byfeaturing the bot on a platform like Epic—an electronic medicalrecord that healthcare professionals use every day—WALi willbe able to help even more people get help at work.Little improvements,big impactYou might think that this focus on the end-user experiencehas made life harder for the IT team, but the opposite is true.Since it’s so easy for employees to ask WALi, there’s been asignificant decrease in the amount of time the team spendsdealing with routine issues, like password resets and approvals.Kototoff notes:“Keeping people from manually assigning basic ticketsevery day is a huge time saver. Little things like Moveworksanswering, ‘Hey, how do I change my password?’ have beengame-changing. We went from having 60% of our calls aboutpassword resets to 10%.”WALi has massively decreased work for the IT team byautomatically managing basic approvals, reducing the numberof button-clicking tasks by stepping in and routing asks to thecorrect approver. A by product of this approach, the bot hasalso helped to minimize wait times. Approvals now take as littleas an hour and a half—instead of days.With Moveworks for Employee Communications, Wellstar’sleaders proactively send targeted, interactive messagesthat are the opposite of mass emails. The bot automaticallysends messages to the relevant users on Teams, handlesfollow-up questions, and reports on engagement. Kokotofffound that campaigns via WALi far outperformed those sentvia email, stating:“Being able to proactively reach out to our remote users andsay, ‘Hey, your password is about to expire.’ or ‘Please fillout this survey.’ has been impactful. Now, we can let teammembers know why this message is important and how it’sgoing to help them, in addition to giving them actionable nextsteps and a place to ask follow-up questions.”In a single quarter, the team has delivered four majorcampaigns with Moveworks for Employee Comms, addressingtargeted employee groups to help with onboarding, sharingnews, and encouraging employees to offer their perspectiveon WALi itself.Product HighlightWait times will continue to drop as Ross and his team betterunderstand what questions people are asking by exploringMoveworks’ Performance Insight Dashboards. Here, Wellstarcan see the knowledge gaps they need to fill and howautomating more and more processes can make a real impact,saving everyone precious time.“You don’t know what you don’t know,” said Kokotoff.“Moveworks has helped us identify frequent problems ouremployees are having and rewrite over 300 knowledge articlesso WALi can deliver increasingly better, faster solutions. Theirteam helped us to identify use cases that we hadn’t eventhought about.” Moveworks, Incmoveworks.com