A nurse finishes a 12-hour shift with three minutes to solve a problem. She opens a portal, scrolls past 200 request types, picks one, and hopes it reaches the right team. Weeks later, she might get an answer. Multiply that across 150,000 caregivers, and the cost of fragmented employee support becomes clear.
Providence found a faster way, but only after learning what didn’t work.
In this webinar, Bryan de Boer of Providence, Matt Johnson of Moveworks, ServiceNow, and Matt Robinett of Cprime share how Providence built an AI front door for employee experience with ServiceNow EmployeeWorks. Bryan explains how caregiver feedback produced a list of 100 support needs. Custom-building them took 18 months and delivered 35. With EmployeeWorks’ out-of-the-box capabilities, Providence covered 95 of the 100 in just 90 days. The panel also covers vertical versus horizontal AI, the foundations AI depends on, and where AI orchestration is headed.
The key insight: the return goes beyond faster tickets. When caregivers spend less time chasing help, they spend more time with patients. An employee experience investment becomes a patient experience investment.
Key Takeaways
- Weigh the hidden day-two cost of maintaining custom AI before choosing build over buy.
- Connect horizontal AI for everyday productivity with the vertical AI inside platforms like ServiceNow and Workday.
- Clean up knowledge and data before launch, because AI repeats whatever your content says.
- Bring HR, IT, legal, and risk into the decision early to create a true enterprise front door.
- Keep AI costs predictable by routing everyday work to a governed enterprise assistant instead of open-ended token spend.
- Prepare for what’s next, including voice support, employee-built assistants, and agent-to-agent orchestration.
Watch the video
