Mercy launches new chatbot

Mercy, one of the 20 largest US health systems, has introduced Joy, a new chatbot that helps co-workers access information about their benefits.

Developed as part of Mercy’s collaboration with Microsoft, Joy is powered by Microsoft Azure OpenAI Service. The chatbot is described as a “personal benefits guru” that can understand questions and provide accurate responses to co-workers’ inquiries about their benefits.

Mercy has over 900 physician practice locations and outpatient facilities, more than 4,500 physicians and advanced practitioners, and 50,000 co-workers serving patients and families across Arkansas, Kansas, Missouri and Oklahoma.

“Joy addresses a long-standing challenge faced by our co-workers. Before Joy, navigating through tens or even hundreds of documents on our intranet for benefits information was time consuming and complicated. With Joy, it’s as simple as having a conversation with someone who has all the answers and can respond to your questions and offer an explanation 24/7.” – Kerry Bommarito, Mercy vice president of enterprise data science.

“Joy is a game changer for our benefits team. The annual health insurance open enrollment period is our ‘Super Bowl’ in the HR profession, when we receive the most requests for help all year. Our co-workers no longer need to sift through countless documents because Joy delivers answers instantly in a way that might even be more comprehensive than what a live agent would deliver.” – Ayanna Pierce, Mercy’s vice president of benefits and talent relations center.

“We are proud to have collaborated with Mercy to bring Joy to life as part of our ongoing collaboration. Joy is evidence of Mercy embracing a forward-thinking approach to AI, as well as a testament to the power of generative AI in revolutionizing the employee experience in health care. We are looking forward to continuing our work with Mercy as we identify additional opportunities for generative AI-enabled innovation across its organization.” – Tyler Bryson, Microsoft’s corporate vice president for health and public sector industries.