Global Pharmaceutical Company
Case Study

This Fortune 500 pharmaceutical giant was looking for a solution to help with their growing monthly chat volume. The live agents weren’t able to keep up with this increase and performance was slipping on their chat channel. They wanted to leverage a robust technology that will bring relief to their teams and integrate with their existing solutions.

Project overview

This pharmaceutical giant was canvassing firms for chatbots. They needed a smart chatbot with advanced Natural Language Processing technology. They also wanted to be sure that whatever technology they chose, it would need to easily integrate with existing systems.

With the increase in volume with their monthly chats, their customer service agents couldn’t keep up and overall customer service performance was slipping. Plus the agents were getting burned out.

Pharmaceutical company challenges

Relief for their staff

and more time
to handle complex queries

Improved performance

leading to satisfied customers

Seamless integration

with existing systems

The solution

The Inbenta solution was put in place and it seamlessly integrated with the existing telephony and Customer Relationship Management system.

“I’m always afraid of system implementations because they seem to be never seamless, take a lot of time and cost more than you budget for. With Inbenta, the integration was absolutely seamless. We did not lose time getting the chatbot into our system. We went live in just a few months.”

Senior leader of Customer Service
Global pharmaceutical company

Pharmaceutical company Senior Leader of Customer Service

Since the implementation, the customer service agents have more time to work on the more complicated requests and the chatbot now covers the volume that they before couldn’t keep up with. Customer service agents are happier, which also leads to better-served customers.

A plus that the pharmaceutical company found with the Inbenta solution is that it continuously adapts, and the iterative life cycle of training the chatbot has been seamless as well.

The senior leader of customer service is excited about the future possibilities with Inbenta:
“I’ve appreciated the ability to expand the chatbot into other languages and appreciate the idea of future expandability when we mature to that level.”

Benefits for this pharmaceutical giant

This Fortune 500 pharmaceutical company had a goal of 40% of all monthly incoming transactions to be handled by Inbenta’s chatbot. This target has been met and the chatbot enabled them to not only take some of the burden off their live agents, but it also is doing it with a degree of fidelity that has them very confident that the answers that it is providing are truly accurate and helpful for the patient for greater customer satisfaction.

The senior leader of customer service was also excited to experience, 

“Before we worked with Inbenta, when somebody went to our website and selected to chat, we saw an incredible drop-off rate because it took a long while for the live agents to get to customers. With Inbenta’s auto-routing chatbot, this drop-off rate has gone down significantly. And now customers are getting questions answered faster.”

In 2020, the chatbot of this global pharmaceutical company received

32,000 queries

and handled

76% of interactions

on its own.

With Inbenta’s solution, this global pharmaceutical company is now able to give some relief to their agents, enabling them to focus on more complex queries. Customer satisfaction has also improved by getting their simple questions answered by the bot and having their more complex needs handled by an agent.

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