KSW – Enhancing Efficiency and Knowledge Management with AI Chatbot Clara

How Kantonsspital Winterthur (KSW) Boosted Productivity and Employee Satisfaction with Enterprise Bot & PwC's collaborative AI Solution.

About Kantonsspital Winterthur

Kantonsspital Winterthur (KSW) is one of the largest hospitals in Switzerland, serving thousands of patients annually. With over 1,800 internal regulations and policies, KSW faced significant challenges in efficiently managing and accessing critical information. The hospital is known for embracing digital innovation to improve its internal processes and enhance employee productivity.

Objective: Improve internal knowledge management, reduce time spent searching for information, and increase employee satisfaction

Solution: AI-Powered Chatbot Clara

The Challenge

KSW’s internal information structure faced common healthcare industry challenges:

1. Time-consuming document searches: Employees spent excessive time locating critical policies and guidelines.
2. Complex and unstructured document storage made it difficult to retrieve accurate information.
3. Inefficient search tools within the hospital’s intranet and SharePoint slowed down workflows.

With over 1,800 internal documents, this inefficiency resulted in lost productivity, frustrated employees, and the risk of outdated information being used in critical decisions.

To solve these challenges, KSW partnered with Enterprise Bot, implementing its AI chatbot Clara to create an intelligent, efficient, and scalable solution.

Clara – A Digital Employee for KSW

Clara was introduced as KSW’s first digital employee, designed to improve knowledge management and provide fast, accurate responses to staff inquiries.
Key capabilities included:

• Intuitive, human-like interaction to build employee trust and improve adoption
• Planned integration with SharePoint to enable seamless access to KSW’s extensive internal documentation.
• Powered by Microsoft Azure, ensuring scalable performance and enterprise-grade security
• Intelligent search functionality that not only retrieves answers but also links directly to relevant documents for full context
• Iterative learning, allowing Clara to continuously improve and expand her knowledge

Implementation Journey

The rollout followed an agile and iterative approach to ensure seamless integration and optimal functionality:

• Phase 1 – Needs Analysis: Identified pain points, prioritized key knowledge areas, and gathered content for training.
• Phase 2 – Technical Setup: Clara was developed on the Enterprise Bot platform, designed to prevent AI hallucinations and deliver 92% answer accuracy using Enterprise Bot’s proprietary AI module.
• Phase 3 – Testing & Optimization: Early testing was conducted in the HR department, refining Clara’s responses with expert input before expanding to the broader organization.
• Phase 4 – Continuous Improvement: KSW leveraged feedback from employees to iteratively train and enhance Clara’s performance.

Future Outlook

KSW plans to expand Clara’s capabilities by:

• Training Clara to provide support for medical guidelines and patient care protocols
• Expanding Clara’s knowledge base to include IT support documentation

Key Results & Impact

80%

faster access to internal policies and guidelines

84%

positive feedback from employees

73%

resolution rate for employee queries

3 minutes saved per inquiry
89% resolution success rate when evaluated manually

KSW employees are projected to save approximately 115 hours per month by reducing redundant search efforts. The chatbot enables staff to retrieve policy and regulation information 80% faster than before. An independent manual review showed an 89% success rate in resolving queries correctly. Employees appreciated Clara’s human-like interaction, making the experience intuitive and comfortable.