BrightSpring Achieves 96% Faster IT Support Resolutions with Responsible AI Agents
Hyro has joined forces with UST to bring Responsible AI Agents to BrightSpring Health Services, providing automation for IT help desk operations.
90%
Higher Employee Satisfaction Scores
50%
Help Desk Inquiries Fully Automated
70%
Calls Successfully Routed
96%
Faster Call Resolution
In a Nutshell:
BrightSpring Health Services sought to enhance its IT support efficiency, reduce resolution times, and improve employee productivity. To achieve this, they partnered with UST, who helped identify and implement Hyro’s Responsible AI Agents as the ideal solution. Through 24/7 self-serve password resets, call resolution times were reduced by 96%, half of all help desk inquiries were fully automated, and employee satisfaction scores increased by 90%.
The Challenge
Scaling IT Support to Meet Demand
BrightSpring, demonstrating industry-leading quality metrics across its services lines, was struggling to keep up with the overwhelming influx of support requests in its IT help desk. Common, repetitive issues such as password resets were taking up a disproportionate amount of time for IT employees, leading to bottlenecks and burnout. A poorly-designed call tree menu only led to further frustration. BrightSpring needed a technology partner that could solve these issues and provide a better employee experience.
Repetitive issues such as password resets were
taking up a disproportionate amount of time for
IT employees, leading to bottlenecks and burnout
Curtis Cole
CIO, Weill Cornell Medicine
The Solution
AI Agents for IT Support Automation
To address these challenges, BrightSpring, with UST’s support, deployed Hyro’s Responsible AI Agents, integrated with their existing IT infrastructure. Hyro’s AI Agents for the IT Help Desk provided employees with self-service password resets for 31 different systems, intelligently routing more co mplex issues to human support when needed. Providing a conversational experience through natural language understanding (NLU), Hyro’s solution effectively deflected repetitive queries and reduced the burden on IT staff.
The Results
90% Increase in Employee Satisfaction Scores
BrightSpring’s adoption of Hyro’s Responsible AI Agents has transformed its IT support operations. Employee calls were resolved 96% faster, with 70% of calls successfully routed to Hyro’s automated password reset. Of those, 50% were resolved end-to-end without human intervention, with adoption steadily increasing by 5% in recent months.
This shift has significantly reduced IT call volume, increased first-call resolution by 11%, and allowed IT staff to focus on more complex technical issues. As a result, employee satisfaction scores soared by 90%, reflecting a friendlier and more efficient IT support experience, empowering BrightSpring to maintain high-quality care backed by efficient internal operations.
Hyro’s Partnership with UST
Hyro and UST have joined forces to integrate Responsible AI Agents into digital transformation solutions. Together, they enable organizations like BrightSpring to enhance IT support, streamline operations, and deliver a superior employee
