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
How Can Healthcare Facilities Use Efficiency to Drive Climate and Health Goals?
Keith Edgerton discusses how the Health Care Energy & Water Efficiency Checklist helps healthcare connect operational savings with their mission to protect people and the planet.
El Camino Health Rehabilitation Hospital Officially Tops Out
This new 64,000-square-foot, 52-bed inpatient facility in Sunnyvale, California, will enhance rehabilitation services in Santa Clara County.
Vibra Hospital of Sacramento Reports Data Breach
Vibra Hospital is not aware of any evidence to suggest that any information has been misused.
EV Charging Station Design: Ensuring Patient Access
The question is not whether to install charging infrastructure — the organization eventually will have to — but how to do it without disrupting patient care.
Sanford Health and Prairie Lakes Healthcare System Merge
Prairie Lakes Healthcare System will transition to the Sanford Health name and brand while preserving and expanding health services across the communities it serves.