Baptist Hospital

Summary

Baptist Health improved efficiency and reduced help desk ticket management delays by deploying a PVA chatbot integrated with Teams and SharePoint, enabling tailored support for various staff roles.

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Problems

The help desk process caused delays and frustration for healthcare providers, clinicians and non-clinicians

Outcome

  • Deployed a PVA chatbot integrated with Microsoft Teams and SharePoint to streamline ticket management.
  • Leveraged Azure AD to personalize prompts based on staff roles (healthcare providers, clinicians, and non-clinicians).
  • Enabled the chatbot to facilitate ticket submissions for self and others, ensuring flexibility and convenience.

Features

Solution Features

Role-specific customization
Seamless integration with Teams and SharePoint
Ticket submission for self or others
Automated ticket routing
Enhanced help desk efficiency

Project

Timeline

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