Overcoming Operational Inefficiencies with Automation
Our client, a leading healthcare provider serving 60,000 patients and their families across 18 states, faced significant IT operational challenges due to manual service request resolution. Their existing Citrix-based Home Care & Hospice application lacked integration APIs, leading to inefficiencies such as duplicate incident reporting, performance issues, and screen intrusions.
To improve system performance and reduce manual intervention in IT operations, the client required an intelligent automation solution that could seamlessly handle IT service requests while enhancing accuracy, productivity, and system stability.
AI-Driven Solution for Optimized IT Operations
To address these challenges, Ascendion implemented an automation-first approach, leveraging its proprietary CompacX Framework and GenAI-powered Digital Ascender engine. The solution streamlined service request handling by integrating multiple automation strategies:
- AI-Enabled Automation Workflows: Automated ticket resolution using ServiceNow Flows, Home Care & Hospice app (Citrix-based), and other business applications.
- Intelligent Ticket Management: Deployed image pattern recognition logic to enable automation in Citrix environments with no exposed APIs.
- Performance Optimization: Implemented OS-level controls to prevent server intrusions and introduced timeout/image-dependent solutions to enhance app performance.
- GenAI-Powered Deduplication: Utilized AI-based incident matching to identify and prevent duplicate tickets, improving support team efficiency.
- Custom Data Processing: Developed an automated export mechanism to ensure availability of specific clinical data for accurate request processing.
With this AI-driven zero-touch automation framework, the system handled repeatable tasks seamlessly, reducing the need for manual intervention and optimizing IT support workflows.
Ascendion’s automation-driven transformation delivered measurable business impact, significantly enhancing IT operational efficiency. With intelligent deduplication and automated decision-making, the system prevented redundant ticket creation, ensuring a smoother IT support experience.
Tech Stack: CompacX Framework, ServiceNow Flows, Citrix, GenAI (Ascendion Digital Ascender Engine).
The Results
- 33% of monthly customer service requests fulfilled through automation
- 40 business days of effort saved per month
- Improved visibility and real-time updates for stakeholders
- 20–25% improvement in automation accuracy
- Reduced duplicate incidents, enhancing user productivity
