Client Overview

Many enterprises have invested in artificial intelligence to cultivate brand loyalty.  AI can make purchase recommendations, track orders, even notify consumers when their packages have been delivered.  Such features create consumer stickiness while keeping operational costs low.

One pharmaceutical company sought to enable one on one customer service using AI chat bots.  AI chat bots can answer consumer questions, check product inventory and even notify you when your package is delivered.  This is all done through a self-service platform that provides tailored answers to consumer questions.

Pactera’s Role

Pactera adapted and implemented Microsoft Cognitive Services and AI bot technology to help this pharmaceutical company provide personalized customer service.  With a chatbot integrated with the client’s backend systems, the client’s customer service operation can automatically send answers to customer questions in real time.  Integrated with a social media platform like WeChat, the AI customer service bot can share product information and send real-time updates on inventory availability.  A voice enabled intelligent service enables global customer service and image recognition technologies enable online order submission and signoff.

AI Chatbot for a pharmaceutical company