24/7, Real-Time Virtual Assistance for Direct Resolution of Simple Questions & Fewer Tickets

An international pharmaceutical company engaged in the research and development, production, marketing, and sale of drugs for the treatment of disorders in the central nervous system was looking for a real-time virtual assistant.

Business Challenge

  • New staff, particularly those operating remotely, were facing issues in accessing company resources and in getting a quick response to simple questions.

  • The client’s international ticketing system had high overheads and was facing challenges in routing issues quickly & properly.

Approach

  • Developed a virtual assistant leveraging Microsoft Azure services: Bot Service, Q&A Maker, and LUIS (Language Understanding Intelligent Service)

  • Accessible via cross-platform web browser with mobile-first interface ready for use in the field.

Transformational Effects

  • Real-time 24/7 access to a conversational knowledge base.

  • A foundational platform for employees that helps them reach automated resources and current information.

  • Automated responses to simple questions resulted in fewer tickets.

  • Helps remote employees stay connected and engaged to Headquarters.

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