How Wellstar launched a powerful AI bot — by bringing in the expert

Wellstar is more than healthcare

Wellstar is the largest healthcare system in Georgia. The non-profit pledges to put patients first by investing in innovative, life-saving technologies, providing convenient access to medical care, and ensuring the highest safety standards.

Dianne Kokotoff, Executive Director of Enterprise Solutions and Automation at Wellstar, wanted to extend this same focus on specialized support to Wellstar’s employees. But building a better employee experience wouldn’t be as simple as updating a few policies.

Valued team members, from frontline medical professionals to IT, were burning out, just from dealing with frustrating tech problems. That’s why Kokotoff and her team were looking for a solution that could be up and running fast.

A bot that works out of the box

At Wellstar, the question was not choosing to automate but how to automate. Like many organizations before them, Kokotoff and her team’s options were to either manually build out a solution using a conventional chatbot “toolkit” or find an option that works out of the box.

She and Larry Ross, the ServiceNow manager, wanted a super personalized, conversational support experience. But creating a homegrown chatbot with this level of sophistication would require a monumental amount of work upfront, work their team was not equipped to manage. To do this, they’d need a partner like Moveworks.