How AI-Driven Escalation Engineering Reduced Non-Compliance by 15%

Enhancing Healthcare Operations With AI-Based Ticket Resolution

Our client, a leading healthcare organization providing affordable, high-quality products to nearly 1 in 15 individuals across the U.S., faced operational inefficiencies due to a surge in production incidents.

Following the migration to a new application from Softheon, ticket volume spikes—especially during open enrolment, significantly impacted turnaround times (TAT), putting CMS SLAs at risk. The client required a next-gen digital operations partner capable of rapid ticket resolution and cost-effective support.

AI-Driven Approach to Production Stability

Ascendion deployed AI-based escalation engineering to optimize production support and ensure seamless operations, enabling faster issue resolution, improved system stability, and enhanced compliance adherence.

By integrating AI-driven decision-making with offshore development expertise, Ascendion not only optimized operational costs but also delivered a scalable, future-ready production support framework. As a result, the client could meet compliance requirements, minimize disruptions, and maintain business continuity with confidence.

Tech Stack: Java Spring Boot, Angular, Kafka, AWS, OpenShift, Kibana

The Results

Our AI-driven solution delivered significant operational improvements. The transformation led to measurable efficiency gains across multiple areas:

Client Quote

At BMS, we wanted our consultants to focus on the possible, freeing up time lost to reading endless CV’s that could instead be used to really engage with people who are looking for that first step in their sales career. The solution we adopted found the right balance between machine efficiency and human empathy.

– Graham Halewood,
Chief Operations Officer

Featured Client Outcomes

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