Case studies Healthcare
An agentic customer service hub for a global pharmaceutical company
A global pharmaceutical company
40%reduction in case resolution time
20%
Higher customer satisfaction score
22k+
Interactions supported a month
The challenge
More than 800 customer service queries arrived every day about invoicing, pricing, orders and deliveries. Each one was handled by hand. The work took over 6,000 customer-service days, and customers waited on answers that lived in other systems.
What we built
- Intelligent triage classifies every case and decides what goes straight to processing and what goes to a service representative.
- A generative AI assistant, grounded in the standard operating procedures, sits inside the CRM and drafts responses for service representatives.
- Sentiment analysis and entity extraction prioritise cases and capture structured data from free text.
- A knowledge manager answers common questions from a central repository, with live lookups of order status, invoices, pricing, delivery estimates and proof of delivery from the ERP.
- Production safeguards: a case-router service with fallback handling, rate limiting and token caps.
The results
- Resolution times fell by 40%.
- Customer satisfaction scores rose by 20%.
- The hub now supports more than 22,000 interactions a month across global teams.
Related work.
82%of queries answered by the agent, with 90% accuracy
A knowledge agent for a specialised medical devices provider
A specialised medical devices provider
+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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