Customer Story
Moveworks helps Wellstar resolve employee issues instantly, reduce manual workload, and support frontline healthcare workers during a period of unprecedented demand, and deliver targeted communications across a workforce of more than 30,000 employees.
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Wellstar Health System is one of Georgia’s largest and most advanced healthcare providers, responsible for the health and wellbeing of one in every six Georgians. With an expansive network that includes 11 hospitals and 329+ medical office locations, Wellstar needed scalable, reliable support to keep pace with the demands of modern healthcare and the urgent needs of frontline workers.
For Wellstar, the question wasn’t whether to automate, but how. Teams had to choose between building a chatbot manually or adopting an out-of-the-box solution.
Meanwhile, frontline medical staff were challenged by tech issues — unsure where to get help, waiting days for resolutions, or missing critical updates.
With Moveworks AI Assistant, Wellstar was able to instantly resolve over 10,000 issues and reduced manual support work. Employees gained faster self-service, targeted communications, and quicker resolutions. Password reset calls dropped from 60% to 10%, approvals sped up from days to hours, and the team gained insight into knowledge gaps and automation opportunities.
Wellstar set out to deliver the same elevated standard of care to employees that it provides patients. But traditional support channels struggled under the scale and urgency of a huge workforce, especially during the height of the pandemic. Frontline workers faced new pressures, rapid change, and critical need for real-time access to information and support. Issues often took days to resolve, updates weren’t reaching the right audiences, and employees didn’t always know where to seek help.
The organization’s PeopleCare initiative underscored the importance of personalized, reliable support, but implementing this philosophy internally required a model that could adapt quickly. Long-standing processes, scattered systems, and heavy reliance on manual task management created unnecessary friction for both employees and the IT team.
It became clear that Wellstar needed a more accessible, consistent, and scalable support model — one designed to meet employees wherever they worked, eliminate guesswork, and reduce burnout by resolving issues fast.
In May 2020, Wellstar deployed their conversational AI Assistant, known internally as WALi, to make getting help as simple as asking a question in natural language. Whether an employee was locked out of their account or needed clarity on a new policy, the Assistant understood the request and delivered relevant solutions in seconds.
The Assistant meets employees inside Microsoft Teams, within the ServiceNow portal, and across future platforms like Epic — ensuring a consistent support experience regardless of location or workflow. The system automatically syncs user-specific context, such as location and permissions.
Routine issues such as account unlocks and password resets were handled autonomously, reducing strain on the IT team and enabling employees to self-service immediately. WALi solved more than 10,000 issues, unlocked 6,600 accounts, and answered more than 5,500 questions.
By managing basic approvals, the Assistant significantly reduced manual work. Approvals that once took days could now be completed in as little as an hour and a half.
Using Moveworks, Wellstar delivered targeted, actionable messages that outperformed email campaigns, particularly valuable for remote and frontline staff who depended on timely guidance.
The Assistant helped Wellstar transform their employee experience by reducing friction and creating a more responsive, scalable support model. The AI Assistant got to work in Wellstar’s support environment on day one as frontline workers gained direct, mulit-channel access to support.
“Wellstar is committed to being the best healthcare provider that it can be. And that means finding and investing in the most innovative technology. Moveworks is that technology."
Dianne Kokotoff
Executive Director of Enterprise Solutions and Automation, Wellstar
issues resolved autonomously
accounts unlocked
questions answered instantly
Password-reset-related calls reduced 60% to 10%
Approvals accelerated from days to as little as 1.5 hours
As Wellstar continues expanding their digital ecosystem, the organization is positioned to extend conversational support into additional systems, reduce manual processes further, and offer increasingly personalized experiences across roles and departments. The Assistant helps Wellstar sustain their commitment to helping employees get faster, more reliable support, even as needs evolve.
