Vituity went from reactive to proactive AI-powered employee communications
Customer Story
Vituity speeds up patient care with proactive employee support
40%
L1 help-desk capacity freed up for higher-priority work
Company overview
Serving more than 6.5 million patients each year, Vituity is one of the largest acute-care providers in the United States. A partnership of nearly 5,000 physicians leads and owns the organization, all of whom depend on advanced technology to deliver high-quality care at scale.
Challenge
IT disruptions and missed communications slowed physicians during critical moments. With a distributed workforce and important updates often going unread, clinicians struggled to stay aligned and focused on delivering patient care.
Result
AI-powered communications delivered targeted, actionable updates directly in Teams, reducing confusion and helping physicians stay informed. By reaching the right people at the right time, support became proactive and care remained uninterrupted.
Problem: Reactive communications, slow physician support
As one of the largest acute-care providers in the United States, Vituity operates in an environment where minutes matter. More than 6.5 million patients depend on its physicians each year, placing constant pressure on clinical systems and operational support. Technology is foundational to delivering care at that scale — from identity access to clinical tools and collaboration platforms. When those systems work seamlessly, physicians can focus fully on patient outcomes. When they don’t, care slows.
Routine IT and HR issues pulled focus away from optimizing patient outcomes. Support teams were overwhelmed by repetitive requests, and resolution times could stretch into days. Even minor access delays created friction across high-volume clinical workflows, amplifying operational strain across the organization.
Communication gaps compounded the challenge. With a highly distributed workforce operating across facilities and time zones, Vituity relied heavily on mass email announcements to share critical updates. Many went unread, leaving physicians unaware of system changes, outages, or policy updates during high-stakes moments. The organization needed a more intelligent way to deliver timely support and ensure the right information reached the right clinicians — enabling seamless patient care.
Solution: Delivering automated support and targeted communications
In April 2020, Vituity deployed its Moveworks AI Assistant, Otto, directly within Microsoft Teams — creating a single, conversational entry point for employee support. Physicians could request help in natural language, while the AI Assistant mapped those requests to actions across ServiceNow, Okta, and internal knowledge systems. Responses were tailored based on role, location, and security permissions, helping ensure accurate, context-aware support.
The AI Assistant initially focused on IT workflows, automating high-volume tasks such as password resets, account provisioning, and software access. By resolving routine issues instantly, the Assistant reduced dependence on manual ticket handling and shortened resolution times. Over time, the AI Assistant expanded into HR and other operational domains, reinforcing a consistent front door for service delivery across the enterprise.
Beyond reactive issue resolution, Vituity began using its AI Assistant to deliver proactive, targeted communications inside Teams. Instead of broad email blasts, the AI Assistant pushed relevant updates to specific audiences, handled follow-up questions automatically, and provided visibility into engagement. By combining conversational automation with targeted outreach, Vituity evolved from reactive support to a proactive model designed to minimize disruption before it impacts care delivery.
Result: Increased capacity, proactive service delivery for better patient outcomes
By centralizing support through its AI Assistant, Vituity reduced the average time to close issues by one full business day.
It now absorbs a significant share of routine IT and HR requests — including password resets, software access, HR questions, and account provisioning— freeing up 40% of level 1 help-desk capacity. The Assistant automatically enables more than 200 accounts per month.
These efficiencies allow support teams to focus on higher-value initiatives while providing physicians with immediate, 24/7 support.
Replacing mass email blasts with targeted Teams campaigns also significantly improved engagement. Messages reach the right employees at the right time, and Otto handles follow-up questions automatically. Campaigns sent through Otto consistently outperform traditional email communications.
As automation accelerated, Vituity shifted from a reactive support model to proactive service delivery — deflecting issues and notifying physicians before disruptions occur.
Looking forward
Vituity is continuing to evolve how it supports physicians by expanding proactive, AI-powered workflows across more of its digital ecosystem. The team is exploring additional opportunities for Otto to anticipate operational bottlenecks, streamline access across clinical systems, and deliver targeted guidance before issues interrupt care.
As automation scales, Vituity aims to give every physician a consistent, reliable support experience — no matter where they practice or which systems they rely on. “Automation and AI are at the core of our support strategy,” said Amith. “Ultimately, where we’re headed is that our AI Assistant can solve every issue for every employee.”
With Moveworks as part of its digital foundation, the organization is building a model of support that helps teams stay focused on what matters most: delivering exceptional patient care at the moments it’s needed most.