Our Client is a fortune 500 Pharmaceutical company that spans multiple geographical locations, and divisions. They develop and produce medicines and vaccines for a wide range of medical disciplines, including immunology, oncology, cardiology, endocrinology, and neurology. One of their many divisions is focused on delivering software solutions utilizing the latest cutting-edge technologies available.
This division was tasked with creating a solution that could answer questions to frequently asked questions, along with other common questions relating to certain systems, processes, regulations, and formulas.
They had initially implemented a chatbot via Office Communicator that was based on antiquated technology that became under strain from the vast number of use cases it had to solve.
Another aspect of the problem was that users were also migrating to newer social platforms such as Teams and Slack that the older technology could not integrate with.
MResult was brought in to help the client build a solution on a cutting-edge AI Chatbot Platform. This solution could incorporate both a general question and answer flow as well as having multiple sub-bots that were more domain specific to be incorporated into one single Chatbot experience.
The bot also incorporated communication nuances such as being able to respond to small talk appropriately, directing the user to help sections, and allowing the user to teach the bot answers to new questions. All these features adapt automatically to new channels.
After extensive user testing, the bot was deployed across the entire user base. It saw over 15,000 monthly users, with a maximum concurrent user measured at over 100 users on a single channel.
The business can now monitor the users, along with other metrics such as how well the bot is performing and the number of users per division so that the bot can be further enhanced in the future.
- 15,000 monthly users
- 100 users on a single channel
- Advanced Insights