Our Client is the Regulatory Management and Compliance department for a FORTUNE 500 company that spans multiple geographical locations, and divisions.
The Regulatory Management & Compliance (RM&C) team helps ensure all aspects of a Clinical Trial complies to the correct regulations. This means that the team is responsible for handling all queries that arise from different users covering a multitude of scenarios and events which can be time bound and high priority.
Due to this, the team felt that answering questions pertaining to ambiguity into low priority flows that are frequently run wasn’t the best use of their limited bandwidth. However, the queries still need to be addressed.
MResult was brought in to help the client build a solution on a cutting-edge AI Chatbot Platform. This solution can incorporate a general question and answer flow that will address the nuanced questions that arise from Clinical Trials without requiring the aid of a dedicated person.
The bot also incorporates the ability to escalate the issue to a live agent in the event that the business user felt that the answer given by the bot wasn’t the correct one or if the bot didn’t answer adequately.
The platform keeps records of all interactions in the form of log files for auditing purposes.
The bot was deployed via a custom integration to the RM&C portal where users could come and query the bot as needed. This saw an almost immediate drop in the number of users needing agent support for the low risk Regulatory and Compliance queries allowing higher risk queries the time and attention of a dedicated person.
The RM&C Team is able to monitor the departments that queried the bot the most often and the stage in which the users required the most help. They use this data to streamline those processes further and improve operations and experiences.
- Reduced time spent on non-essential queries
- Increased bandwidth for Time sensitive and High priority queries
- Data automatically collected for improved User Experience