How AI-Driven Escalation Engineering Reduced Non-Compliance by 15%

Enhancing Healthcare Operations With AI-Based Ticket Resolution

Our client, a leading healthcare organization providing affordable, high-quality products to nearly 1 in 15 individuals across the U.S., faced operational inefficiencies due to a surge in production incidents.

Following the migration to a new application from Softheon, ticket volume spikes—especially during open enrolment, significantly impacted turnaround times (TAT), putting CMS SLAs at risk. The client required a next-gen digital operations partner capable of rapid ticket resolution and cost-effective support.
Ascendion deployed AI-based escalation engineering to optimize production support and ensure seamless operations, enabling faster issue resolution, improved system stability, and enhanced compliance adherence.
AI-driven support to manage L1, L2, and L3 ticket resolution.
Implemented real-time alerts and minor application enhancements to improve stability.
A dedicated offshore team of Java Spring Boot & Angular full-stack developers, along with a Scrum Master and BSA, ensured efficient issue resolution.
Continuous KPI monitoring, weekly metrics tracking, root cause analyses (RCAs), and performance course correction.
By integrating AI-driven decision-making with offshore development expertise, Ascendion not only optimized operational costs but also delivered a scalable, future-ready production support framework. As a result, the client could meet compliance requirements, minimize disruptions, and maintain business continuity with confidence.

Trusted by Clients. Respected by Partners.

Clients cite strong leadership, responsiveness, and reliable delivery. Partners point to engineering depth, SME coverage, and a steady focus on outcomes over activity.

Tech stack:

Java Spring Boot, Angular, Kafka, AWS, OpenShift, Kibana

Business Impact

Our AI-driven solution delivered significant operational improvements. The transformation led to measurable efficiency gains across multiple areas:

200+ tickets closed in 3 months, addressing a backlog of production incidents

40% bandwidth freed for the client’s development team

15% reduction in non-compliance incidents

Improved system stability and SLA adherence

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