Sara Vaezy, Chief Strategy and Digital Officer of Providence Health System, knew something had to change when the company's in-basket messaging system was overloaded with millions of messages from patients looking to discuss symptoms with their care providers. After evaluating the problems, their goals, and their AI readiness, Vaezy and her team make the decision to adopt AI solutions to fix the problem. As a result, patient messages to administrators declined by 25% while messages to