How AI helps Aveanna caregivers spend less time troubleshooting and more time caring

At a Glance:

• Mission: Empower caregivers with instant, 24/7 support while reducing the growing burden on HR and IT teams.
• Solution: An AI agent built on the SoundHound AI agent platform automates employee support across Workday and mobile applications.
• Results:
  
  • 97% employee request resolution
  • 560+ employee conversations every day
  • Handles demand spikes of 1,600 requests daily
  • More time for caregivers to care for patients

Supporting caregivers starts with supporting employees

Healthcare organizations often focus on improving patient experiences — but delivering exceptional care begins long before a caregiver enters a patient's home.

Thousands of Aveanna caregivers depend on fast access to technical support. This is especially true for Aveanna’s caregivers that often spend overnight shifts with patients, where making a phone call to an IT help desk isn’t practical. 

Aveanna deployed an AI agent from SoundHound AI that now enables 97% of employee issues to be resolved without waiting for HR — not only freeing caregivers but also reducing the workload on thousands of Aveanna support employees.

The solution: one AI agent, thousands of caregivers

Aveanna integrated its AI agent with Workday and two employee mobile applications, enabling immediate, self-service support — quietly, securely, and around the clock.

Aveanna's AI agent now handles hundreds of interactions every day, scaling to more than 1,600 requests in a single day when conversation volume spikes. Requests include password resets, user authentication, payroll questions, and learning management support. The AI agent resolves nearly all employee requests submitted through Aveanna's Workday and EVV chat channels, with limited need to escalate to a human colleague.

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560+ | On average, the AI agent handles more than 560 conversations every day.
97%+ | The AI agent resolves 97% of employee requests with minimal need to escalate to a human employee.
1,600 | The AI agent scales to handle spikes in demand, managing 1,600 requests per day during busy periods.
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Protecting time for what matters most

With the AI agent handling the routine and repetitive work, Aveanna's caregivers can quickly and seamlessly resolve their questions and issues, freeing them to give patients their undivided attention overnight.

Aveanna's support staff have benefited as well. With fewer routine tickets to manage, they now have more time to focus on higher-value responsibilities within HR and training, rather than resetting passwords or walking employees through basic authentication steps.

"SoundHound was meant for us as a pure innovation play to allow for offsetting of labor and to introduce a new level of sophistication with our customer service model. SoundHound turned out to be a huge benefit to us because of the 24/7 nature of availability."
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Michael Muncy
Chief Technology Officer, Aveanna Healthcare