Case Study
BrightSpring: 96% faster call resolution with AI
OUR CLIENT
BrightSpring Health Services provides complementary and integrated home- and community-based pharmacy and health solutions for complex populations in need of specialized and/or chronic care. Through the company’s service lines, including pharmacy, home health care and primary care, and rehabilitation and behavioral health, we provide comprehensive care and clinical solutions in all 50 states to over 400,000 customers, clients and patients daily. BrightSpring’s services have demonstrated industry-leading quality metrics across its services lines while improving the quality of life and health for high-need individuals and reducing overall costs to the healthcare system.
THE CHALLENGE
IT help desk bogged down by high call volume and a lack of self-service support services
BrightSpring’s IT team was overwhelmed with support requests and struggled to manage the volume of incoming issues. With very few self-service IT support capabilities, employees dealt with long call wait times and bottlenecks for simple things, like password resets. A poor call tree menu experience added to the frustration. The high volume of unresolved IT support issues negatively impacted employee sentiment. BrightSpring needed a skilled technology partner to alleviate these challenges and improve caller experiences.
THE TRANSFORMATION
Managed IT services and AI-powered automations streamlined support services
UST implemented a comprehensive IT support solution consisting of managed services, IT support personnel, and Hyro’s responsible conversational artificial intelligence (AI) solution. Following an around-the-sun model, IT support technicians from the U.S. and Mexico assist with technical inquiries during U.S. business hours. Personnel from India provide help desk support during off-business hours. In addition, the Hyro AI assistant helps BrightSpring’s IT team manage its call volume. The smart-routing conversational AI voice assistant recognizes caller intent and routes people to the appropriate resource, accelerating issue resolution. UST's deeply integrated Hyro AI solution also helps the support team manage repetitive calls, such as password resets by sending callers an SMS link to update passwords independently. This functionality dramatically reduced the workload of IT support agents. If an automated query is not resolved, the AI solution efficiently routes the caller to a live support agent.
This strategic combination of managed services IT support and Hyro's AI-powered automation solution has dramatically improved employee experiences and boosted satisfaction by empowering callers with simple self-serve inquiries to easily resolve issues on their own. Meanwhile, callers who require more complex support can access live agents faster to resolve their issues.
THE IMPACT
Employee satisfaction scores over 90%
The reliable, flexible, managed services and AI-based support solution helped BrightSpring’s IT team manage the high volume of help desk calls, enabling employees to quickly get the support they need—any day of the week, at any time. The solution delivered these impressive results:
- 96% acceleration in call resolution timeframes—since more than 70% of calls were successfully routed to the AI-driven self-service password reset functionality
- 90%+ employee satisfaction scores—because the streamlined, automated, AI-driven self-service capabilities allow callers to quickly resolve issues, while people with more complex needs can get help from a live support agent faster
- 50%+ of password resets are resolved by AI-powered automation solution—significantly saving time and reducing the workload of support agents
- 11% increase in first call resolution rates—thanks to the automation of routine tasks enabling callers to resolve issues with an AI assistant
A steady 5% upward trend in just a few months of personnel using the Hyro AI assistant password reset functionality means that employees have become much more comfortable with the self-service capability and will continue to use it going forward.
Meanwhile, many employees expressed high satisfaction with UST’s managed services live IT support agents with comments like:
“This was the best service I have received from the help desk. And, it was very fast services.”
— Alex M.
“Analyst was awesome!”
— Raul M.
“The IT technician was very professional and thorough and helped me resolve my issue! I would like to talk to him every time I contact the IT department.”
— Sandeep K.
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