Chat bots: automating internal customer service for a pharmaceutical company

Chat bots: automating internal customer service for a pharmaceutical company

pills

Challenge

  • Customers sometimes struggle through traditional channels to quickly access information
  • Users tend to quit self service and either call a service representative or churn
  • Web re-design can improve accessibility, but requires added development cost
  • Web site user adoption is a continued issue

 

Solution

  • Neal Analytics helped design an easy-to-use Chat Bot enabling internal customers to quickly surface data they need
  • Bot Framework maintains conversation context and logic while customers engage through the companies web interface
  • Conditionally calls a customer representative as needed
  • Behind the scenes, all interactions are logged to SQL
  • Logic engine updated by an administrator using data acquired from conversation history stored in SQL
  • Additional channels can be added potentially engaging new users

 

Result

Creates the ability to:

  • Increase customer satisfaction
  • Decrease customer churn
  • Reduce burden on customer service representatives