Automating medical customer service with artificial intelligence
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A medical device manufacturer with a global presence faced a significant customer service workload. Manually processing thousands of incoming inquiries every day (error reports, technical support, product registration, warranty administration) was unsustainable, both in terms of cost and response time.
As part of the solution, an artificial intelligence-powered, multilingual customer service platform was introduced, capable of automatically processing incoming requests via email, web, and chat. The system was backed by a product-specific knowledge base that was able to apply the entire portfolio of documentation, user manuals, and repair protocols in real time.
The AI module, based on natural language processing, handled 95% of queries without human intervention. More complex cases were automatically forwarded to the relevant departments, supplemented with context and pre-processed information.
The system was linked to CRM and RMA processes, so error handling, returns, and document management were fully digitized and traceable.
Achievements:
80% reduction in human resources requirements for customer service
SLA performance level rose above 95%
Average response time reduced from several hours to a few minutes
Customer satisfaction index has stabilized at a consistent level of 4.7/5
