Reducing service calls with a first line support chatbot

After running the pilot a few weeks before the launch of a new core software, a hospital IT organisation realised their need to offer help desk support to thousands of employees during the first few weeks of implementation. The expected number of questions would exceed the capacity of the IT support staff and hiring new people was not an option. This challenge brought the idea of an Enterprise Virtual Assistant using chatbot technology to the change consultants at Allegro Medical. Besides a very tight and immovable deadline, another challenge was extra security requirements which required the Enterprise Virtual Assistant to run locally on the closed network of the hospital, available on desktops only and not from a browser or messaging platform.