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The AI Command Center

Every call answered instantly. Every issue resolved, ticketed, or handed to a human. On day one of your go-live and every day after.

Schedule a walkthrough and live demoSee how it works
  • 0Minutes on holdEvery call answered instantly. No hold queue.
  • 24/7Tier 1 coveragePhone, Teams and web chat, around the clock.
  • 0Times a caller repeatsWarm transfers arrive with the ticket attached.
  • 100%Sev 1 to a personPatient-safety issues bypass the AI.

What it is

The AI Command Center is the front line of your support operation. It picks up every call and chat the moment it arrives, answers from your own approved materials, and makes sure nothing is dropped.

Your people stay in charge. Senior analysts get clean, complete tickets. Patient-safety issues go straight to a person. Your leaders see problems spreading in real time.

Two front doors. Three outcomes. Nothing dropped.

Every contact ends resolved, ticketed, or with a person.

Two front doors

Tier 1 phone line24/7, no hold queue
Teams or web chatType, or send screenshots
The AI Command Center
  • How-to answers from your tip sheets
  • Live known-issue matching
  • Guided Tier 1 diagnosis
  • Ticket status on request

Three outcomes, every time

ResolvedOn the spot
Ticket filedFull context, right Tier 2 queue
Warm transferTo a live analyst, context attached
Sev 1 and patient safetyBypass the AI, straight to a person.
At-the-elbow dispatchThe nearest ATE is alerted by SMS and email.
Real-time pattern alertsSent to command center leads as issues spread.

What your command center gets

  • How-to answers on the spot

    “How do I release these orders?” is answered from your approved tip sheets and training materials.

  • Known-issue matching

    Checks every problem against your live known-issues list and gives the approved workaround immediately.

  • Guided diagnosis

    Asks what a Tier 1 analyst would: application, workflow, error message, and what the user already tried.

  • Automatic, complete tickets

    User, department, location, workstation, module, severity and steps tried, routed to the right Tier 2 queue.

  • Warm transfer to a human

    Live analysts receive the ticket context first, so the caller never repeats themselves.

  • At-the-elbow dispatch

    When hands-on help is needed, the nearest ATE is alerted by SMS and email with full context.

  • Immediate escalation

    Sev 1 and patient-safety issues bypass the AI entirely and route directly to a person.

  • Ticket status, self-serve

    “What's happening with my ticket?” is answered by phone or chat without waiting on the help desk.

  • Real-time pattern detection

    Flags the same issue surfacing across units and alerts command center leads as it happens.

  • Tip sheet and broadcast drafting

    Drafts tip sheets and floor-wide updates for recurring issues. Your leads approve before release.

Your leaders see a problem spreading across units in real time, not at the 4 p.m. huddle.

Built for go-live. Ready for every desk after.

The same AI Command Center, pointed at every desk that answers the same questions all day.

Start with your go-live. Keep it for your help desk.

Most health systems meet the AI Command Center during a go-live, then keep it running.

Start here

Go-Live Command Center

A one-time, time-boxed engagement on your next go-live, run alongside your existing team and measured on a scorecard built from your own data.

The go-live engagement
Then, an annual plan

Your year-round help desk

The command center your users already know becomes your Tier 1 Epic help desk. Extend it to IT support and to patients who need help with MyChart.

The annual plan

Your go-live engagement fee is credited toward Year 1 of an annual plan.

Where people stay in charge

The AI absorbs the repetitive volume. People make the calls that matter.

  • Patient safety goes to a person. Sev 1 and patient-safety issues bypass the AI entirely.
  • Your answers, not ours. Responses come from your approved tip sheets, training materials and known-issues list.
  • Your leaders approve. Every drafted tip sheet and floor-wide broadcast waits for sign-off before release.
  • Humans one step away. Warm transfers reach a live analyst with the ticket context attached.
  • Your knowledge stays yours. You keep your Epic expertise and your control.

Why FIT Healthcare

FIT is led by operators with nearly 20 years in the Epic ecosystem, from analyst to health system executive leadership. We've lived go-live day one from the inside, as analysts and as health system leaders.

Senior-only talent, transparent pricing, and no private equity pressure mean we build what actually works for your team.

Questions buyers ask

Does the AI Command Center replace our team?

No. It runs alongside your existing team, not in place of it. It absorbs the repetitive Tier 1 volume so your analysts and super users can stay on the work only they can do.

What happens with patient-safety issues?

Sev 1 and patient-safety issues bypass the AI entirely and route directly to a person.

Where do the answers come from?

From your approved tip sheets, training materials and live known-issues list. Your leaders approve every tip sheet and broadcast before release.

How do people reach it?

By a Tier 1 phone line, or by Teams or web chat, where they can type or send screenshots. Coverage is 24/7.

How do we start?

Most health systems start with a one-time, time-boxed Go-Live Command Center engagement, measured on a scorecard built from their own data. From there you can move to an annual plan for your help desk.

Where else can it be used?

As your year-round Epic Tier 1 help desk, as Tier 1 for IT support, and as patient-facing help for MyChart.

What's your next go-live?

Let's put the AI Command Center on it. Schedule a 30-minute walkthrough and live demo.

Schedule a walkthrough and live demo