Pharmaceuticals Provider Seeks Cloud Service Platform to Access Knowledge in Real-Time

An international pharmaceuticals provider was seeking to adopt a new real-time virtual assistance platform to assist with ticket resolution. The provider offers research and development, production, marketing, and sale of drugs for patients with central nervous system (CNS) disorders.

Business Challenges for the Pharma Provider in Ticket Management


New employees were encountering problems with accessing company resources. Similarly, when requesting help accessing these resources, response times were too high.

Internationally, the client’s helpdesk ticketing system had a lot of overhead and experienced latency and performance problems when routing tickets.

Technology Components Selected for the Virtual Assistant Project

Trianz decided upon the following technology components to enable the pharma client’s new virtual assistant:

  • Microsoft Azure was chosen as a cloud service platform. It had supplementary services available which would integrate seamlessly with monitoring, orchestration, and deployment functions.

  • The Azure Bot Service was chosen as a managed service for serverless bot deployment using AI and conversational natural language processing (NLP).

  • Q&A Maker was used to create question-and-answer relations, enabling conversational dialogue for FAQs within the virtual assistant bot for the pharma client.

  • Language Understanding Intelligent Service (LUIS) was chosen as part of the Microsoft Cognitive Services on Azure to process utterances, interpret user intent, distill user sentences into entities, and intuitively respond with relevant information or actions.

How Did Trianz Approach the Virtual Assistant Project for the Pharma Client?

Trianz started by developing a virtual assistant bot on the Microsoft Azure cloud. The Azure Bot Service hosted the virtual assistant, with Q&A Maker allowing the client to create an initial FAQ framework, and continuously update this framework into the future.

LUIS would see continuous updates and improvements, ensuring the client had access to the latest and greatest NLP technologies for better virtual assistant experiences.

This virtual assistant bot could be accessed across all platforms with a HTML5 web browser, including desktop, mobile, smart TVs, and even potential expansion to voice assistants like Microsoft Cortana. Employees in the field could use the bot to request information, regardless of their location or device.

Transformational Effects for the Pharma Client After Adopting the Virtual Assistant

The pharma client’s employees could now access knowledge in real-time, 24 hours a day using conversational language.

The assistant formed a foundational platform for employees to reach automated resources and the latest corporate information, offloading ticket workloads from overloaded helpdesk employees.

Automated responses significantly reduced the number of inbound tickets on the helpdesk, assisting with ticket number reductions.

Remote employees were more engaged and connected with headquarters thanks to on-demand 24/7 access to corporate knowledge.

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Trianz enables digital transformations through effective strategies and excellence in execution. Collaborating with business and technology leaders, we help formulate and execute operational strategies to achieve intended business outcomes by bringing the best of consulting, technology expertise, and execution models.

Powered by knowledge, research, and experience, we enable clients to transform their business ecosystems and achieve superior performance by leveraging infrastructure, cloud, analytics, digital, and security paradigms. Reach out to get in touch or learn more.

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