Grimsley, Shawn M.

Healthcare organizations face persistent tension between efficiency and human connection. Digital systems often fragment attention and unintentionally distance staff from patients. At Mayo Clinic, we developed a conversational artificial intelligence (AI) agent embedded in Microsoft Teams to address this challenge. Connecting and Communicating (CoCo) provides staff with communication guidance, drawing on institutional resources aligned with the Mayo Model of Communication (MMOC). Built in Microsoft Copilot Studio and shaped by clinicians and operational stakeholders, CoCo was designed to be values-aligned and usable within existing workflows. CoCo is an active, user-initiated tool used primarily before or after challenging interactions to support preparation, reflection, and communication planning. Staff valued CoCo as a “just-in-time coach” that reinforced empathy while reducing stress. From August 2025 through February 2026, CoCo supported 1,903 conversation sessions, with early descriptive analytics suggesting favorable satisfaction and response-quality signals. We share insights from development and deployment, along with practical recommendations, to support other organizations considering bespoke, values-aligned AI tools to enhance patient and staff experience. We distill practice-based implementation lessons around governance, human factors, and change management, and offer practical recommendations to inform similar efforts elsewhere.