0
2.0.1
Australia Patch 2, Australia Patch 1, Zurich Patch 9, Zurich Patch 8
Generative AI
Now Assist for Care Team Operations brings AI agent capabilities to healthcare service desk teams managing Biomed, EVS, HCIT, and Facilities cases. Service desk staff spend significant time manually classifying, creating, and routing cases across multiple channels — slowing response times and increasing error rates.
This application deploys a Case Intake AI Agent that converses with the clinician, classifies requests by case type, detects duplicates, and creates cases through a guided conversational workflow. AI-powered search unifies access to KB articles, catalogs, and case records directly from the Care Team Portal with intelligent recommendations.
What sets this apart is multi-channel AI coverage: chat-based agents through Virtual Agent, voice-based case intake through CCaaS telephony integration, and conversational AI search — all purpose-built for healthcare operations workflows and case types.
- Case Intake AI Agent: Classify, deduplicate, and create cases conversationally
- Voice AI Agent: Telephony-based case intake via CCaaS integration
- AI Search: Unified portal search across KB, catalogs, and cases
- Virtual Agent Integration: Rich card display for case creation in VA
Fixed:
- Inconsistencies within plugin.xml and pom files.
- ServiceNow Zurich or later
- AI Search provisioning (required for portal search features)
- Twilio or Genesys CCaaS account (required for voice agent features)
- Care Team Operations applications installed