Case Study: Transforming Healthcare IT Support with Conversational AI

How Group9 delivered continuous, cost-effective penetration testing across 22 sites and 2,500 IPs—at a fraction of the traditional cost

The Challenge

A leading global pharmaceuticals and diagnostics company—recognized for scientific innovation and health breakthroughs—was facing increasing pressure on its internal support teams. With growing volumes of employee queries and documentation scattered across systems like ServiceNow, Google Drive, and SharePoint, the IT department was overwhelmed and agents were burnt out handling repetitive tickets.

The organization needed a smart, self-learning solution that could:

• Centralize knowledge

• Automate ticket management

• Reduce resolution time

• Improve the employee support experience

The Group9 + Yellow.ai Solution

Group9, in partnership with Yellow.ai, implemented a dynamic AI-powered virtual agent deployed across internal channels such as the company’s intranet and communication tools.

Key Features of the Solution:

• Knowledge Management System connected to ServiceNow, Google Drive, and SharePoint to deliver relevant support articles instantly

• Incident Management Integration via AutomationEdge RPA to allow users to raise, modify, and resolve IT tickets directly via the chatbot

• Self-learning AI Agent that improves over time by gathering feedback on article relevance and resolution accuracy

• Multilingual, Omni-channel Support on platforms like WhatsApp, Messenger, and Email, tailored to each region and use case

The Results

• 💬 21,000+ Messages Exchanged via conversational channels

• ✅ 1,550 Ticket Resolutions completed through automation

• ⬇️ 32% Deflection Rate of repetitive IT support queries

• 📈 4.6 ESAT Score from internal users in the first year

• 🚀 Faster, smoother issue resolution across 22+ sites worldwide

Conclusion

With Group9’s orchestration and Yellow.ai’s intelligent automation platform, this global healthcare client dramatically improved internal service delivery. By empowering employees with instant, AI-powered access to support and documentation, they reduced IT strain, cut costs, and boosted employee satisfaction.