Divurgent, an international IT consulting company, announced today that it has launched a fully virtual end user support solution that enables chat, audio, screen sharing, and video connectivity with experienced agents. The solution features an AI-enabled chatbot, TOBIAS (Technology Operations Business Information Artificial System), who answers basic questions, triages issues, and learns from previous interactions. Laser focused on innovation amidst the COVID-19 crisis, Divurgent ramped up testing for TOBIAS to meet the changing needs of clients with planned large-scale activation or upgrade projects.
Through a strategic partnership with Microsoft, Divurgent utilizes Microsoft Teams to route end user requests to agents and peers with the appropriate module and workflow knowledge, offering higher first call/first-chat resolution. "We're thrilled to introduce TOBIAS, who we call Tobi for short, to our clients during the COVID-19 crisis," said Emily Carlson, Vice President of Technology, "it's a product we've been working on and the timing couldn't be better as so many of our client partners are shifting to a fully virtual workplace."
Divurgent recently deployed this solution at a large Northeast healthcare provider organization and was able to help maintain tight go-live timelines, reduce overhead associated with onsite support resulting in a total project savings of 30%, and facilitate higher adoption of the organization's EHR and Microsoft Teams instance. "As a virtual firm, this type of engagement is in our DNA. We paired our experience working remotely with our deep understanding of how to deliver successful support projects to create something truly unique," said Ralph Whalen, Vice President of Consulting & Innovation.
Highly focused on standing up and designing solutions for their client partners during this time of need, Divurgent has also recently announced the launch of a strategic partnership with VirtualHealth to provide patient outreach services to support the deployment of a COVID-19 Care Management platform.
April 28, 2020
Topic Area: Press Release
Recent Posts
Biofilm 'Life Raft' Changes C. Auris Risk
Microscopic survival structure protects fungal pathogen from disinfectants and help it survive for long periods.
How Healthcare Restrooms Are Rethinking Water Efficiency
Manufacturers discuss strategies, technologies and design approaches that help healthcare facilities meet their sustainability goals.
Northwell Health Finds Energy Savings in Steam Systems
Case study: A proactive steam trap maintenance program is delivering millions in savings, fast payback and measurable carbon reductions across one of the nation’s largest health systems.
The Difference Between Cleaning, Sanitizing and Disinfecting
Cleaning methods and products have various purposes in reducing the spread of germs.
Jupiter Medical Center Falls Victim to Third-Party Data Breach
The third party has determined through an investigation that, at least as early as January 22, 2025, an unauthorized third party gained access to personal health information on legacy systems.