A hospital's IT help agent cuts handle time from 25 minutes to 9
ServiceNow says Wellstar Health System's assistant Wali answers clinicians' IT questions inside Teams and the EMR support environment, while Now Assist summarises incidents for the service desk. Average handle time fell from 25 to 9 minutes, and Wellstar absorbed a three-hospital merger without adding headcount. Vendor-published.
- Agent or tool
- Wali (Moveworks) and Now Assist
- Topic
- DevOps & Infra
- Reported on
- Case study (ServiceNow)
- Added
- 2026-10-29
Why it matters
Keeping servers and pipelines healthy is constant, detail-heavy work. Agents that can read logs and run routine fixes are a big help, as long as a person keeps an eye on what changes. It is one of 45 sightings filed under DevOps & Infra on Agent Sightings (number 4 by interest), and one of 1 involving Wali (Moveworks) and Now Assist.
How you could try it
Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Wali (Moveworks) and Now Assist or any similar agent and adjust the details to your situation.
A nurse reports a broken printer on the EMR. Find the fix or the right tip sheet, complete the steps you can, and route the rest to the service desk with a summary.
Tip: Try it first on a staging system or with read-only credentials, and require approval for anything that changes production.
Source
Read the original first-hand account on Case study (ServiceNow): https://www.servicenow.com/customers/wellstar-ai.html. Our summary is a paraphrase; details are in the source.
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