Case studies Healthcare
A knowledge agent for a specialised medical devices provider
A specialised medical devices provider
82%of queries answered by the agent, with 90% accuracy
17%
Faster turnaround
1,500
Queries handled a day
The challenge
Seven product lines, 55 SKUs and more than 7,000 product documents made it slow for support staff and customers to find the right answer. Manual searching stretched response times and tied up the customer service team.
What we built
- A generative AI knowledge agent answers product and support questions in natural language, for employees and for customers.
- Semantic search and retrieval-augmented generation pull the answer from the right document and point to the source.
- Customers troubleshoot problems and log complaints in the same conversation.
- Built on Azure with OpenAI GPT-4 and text embeddings over the existing product repository.
The results
- 82% of queries answered by the agent, at 90% accuracy.
- Average turnaround time improved by 17%.
- Around 1,500 customer queries handled every day.
Related work.
40%reduction in case resolution time
An agentic customer service hub for a global pharmaceutical company
A global pharmaceutical company
+2 ptscustomer satisfaction gain in the first six months
Voice-of-the-patient insights for a large US healthcare network
A US healthcare network with 27 hospitals across five states
50%+reduction in manual data processing time
A generative AI research processing system for a medical institution
A leading medical research institution
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