71% of HR Requests Resolved. One AI Colleague. 51,000 Associates.
A 51,000-associate health system had HR answers scattered across about 20 disconnected systems.
Today one AI Colleague resolves 71.12% of requests without an HR partner, 24/7.
CHRISTUS Health is a not-for-profit health system based in Irving, Texas, with 51,000 associates across 60 hospitals and 350 clinics. About 90% of associates are clinical, so a policy hunt costs floor time.
Its HR answers were scattered across about 20 disconnected systems. Copilot had not solved it, and building in-house was ruled out. Today its AI Colleague, Noah, resolves 71.12% of requests without an HR partner, 24/7.
- HR answers lived in about 20 core systems, with 49 applications inside HR alone; one question could take three systems or more.
- CHRISTUS had already tried Copilot without success, and building in-house was ruled out.
- One AI Colleague, Noah, owns the front line of HR and IT questions inside Teams, apps and clinical workstations.
- 71.12% of requests are now resolved without an HR partner, with 98% thumbs up on answers against a 90–93% target.
The challenge
HR answers lived in about 20 core systems, few of them integrated, with 49 applications inside HR alone. One question could take three systems or more.
HR support ran 8 to 5, weekdays only. Clinical teams work every shift.
The alternative on the table
CHRISTUS had already “tried unsuccessfully to solve through CoPilot,” as it told SSON Shared Services Week in Houston. Building in-house was ruled out.
Digital HR & Associate Experience led the program with HR Technology and IS. A 2023 pilot became a contract in April 2024.
We want Noah seen as reliable and quick, a place you go at the start of your journey, not the last resort. Building ourselves wasn’t on the table — our technical resources were invested in getting every domestic location onto the same EMR.
Jessica HendrixDirector, Digital HR & Associate Experience, CHRISTUS HealthHow the AI Colleague solves it
One AI Colleague owns the front line of HR and IT questions. CHRISTUS calls it Noah. It cleared a year of security review across IS, compliance and legal, scored 94.8% accuracy in pre-launch testing, and keeps patient data (PHI) out of scope. No CHRISTUS data is used for training.
One question. Answers assembled across systems.
- 01Lives in their toolsTeams, apps and clinical workstations. No new portal to learn.
- 02Assembles one answerPulls from Infor, PolicyStat and Docebo into a single reply.
- 03Never guessesNo source, no answer. It names who to ask instead, with WorkLM™ and a human for exceptions only.
- 04Finishes the taskFiles the ServiceNow ticket and tracks it to close.
| Role | At CHRISTUS Health |
|---|---|
| Channel | MS Teams, apps, clinical workstations |
| Source systems | Infor, PolicyStat, Docebo |
| Leena AI model | WorkLM™ |
| Ticketing | ServiceNow |
| Human | Exception only |
Noah went live on its target date, September 16, 2024. More than 35,000 associates had access within eight months.
Before and after
One associate searched SharePoint, the HR site and the policy system for two weeks. The AI Colleague answered immediately. Today it resolves 71.12% of requests without an HR partner, and answers earn 98% thumbs up against a 90–93% kick-off target.
| Measure | Before | After |
|---|---|---|
| Answer window | 8 to 5, weekdays | 24/7, every shift |
| Entry point | 3+ systems per question | One AI Colleague |
| Policy content | Duplicates, dead links | One governed source |
| Prior attempt | Copilot, unsuccessful | 71.12% resolved without an HR partner |
| Time to the answer | Two weeks | Immediate |
We chose Leena AI because of their willingness to work with us on complex use cases across our information systems. Our go-live was seamless, with smooth integrations into SharePoint, Infor, our Learning Management System, and ERP.
Chris DickermanDirector, Workforce Experience, CHRISTUS HealthSources: CHRISTUS business review, March 2026 (71.12%). Presented by CHRISTUS at SSON Shared Services Week, Houston, against kick-off targets (98%).
What's next
ServiceNow ticketing followed in February 2026, so Noah now files the ticket and tracks it to close.
A hiring AI Colleague is next.
About CHRISTUS Health
CHRISTUS Health is a not-for-profit health system based in Irving, Texas, with 51,000 associates across 60 hospitals and 350 clinics. About 90% of associates are clinical, so a policy hunt costs floor time.
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The full CHRISTUS Health case study, as a PDF.
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