AiRo’s Contact Center Automation in PV Case Intake Improves Overall Productivity by 70%
Industry: Pharma
Client Overview:
The client is one of the major Pharma manufacturing companies in the USA that manufactures and distributes pharmaceutical products.
A Pharma company operating in the US must uphold numerous regulatory obligations. Gathering and evaluating information regarding the negative effects of drugs is one of these duties.
This can be accomplished in several ways, including receiving reports from patients or medical staff over telephonic phone calls. The information is then utilized to find potential safety issues and create plans to reduce the risks.
The customer required a solution that would simplify the aforementioned procedure and provide a global implementation that would be able to accommodate multiple languages.
High After-Call Work Led to a Delay in the Completion of Case Intake Cycle Forms
On average, the organization handles over 300,000 adverse events (AE) cases annually. Consistent problems persist with operations caused by a lack of precision and a delay in completing case intake cycle forms. Agents charged with multitasking were required to converse with patients and record the key information.
Then these paper-based source documents were stored in an archive. This resulted in high After Call Work (ACW), like listening to recordings of earlier calls to discover any details that were left out. Furthermore, the process extended efforts for quality control and dependence on call recordings.
AiRo Created a Pharma Call Center Automation Solution to Streamline Case Intake
AiRo did an analysis to determine the efficiency of the client's pharma call center to record the key problem areas. The client was using Genesys Automatic Call Distribution system to cater to the need of customers. AiRo developed an automation solution that could use real-time voice-to-text transcription and streamline information intake from callers. The solution used NLP to fetch information from the transcription and auto-populate it on the CRM to create the case. This could significantly reduce the QC efforts and After-Call Work for the agents. The entire process was designed to eliminate paper-based source documents.
Moreover, the pharma call center automation solution worked in 6 different languages to support global operations for the client. The solution was built to provide source documents as an output in a desired PDF version which would lead to significant improvement in data accuracy.
AiRo Deployed Pharma Call Center Automation Solution for PV Case Intake
AiRo developed a pharma call center automation tool capable of initiating speech-to-text transcription and analysis in real time. When it comes to managing incoming calls, the customer can automate the information collection process with the assistance of the tools. Moreover, the tool was integrated with the Genesys ACD system and other third-party solutions used in customer relationship management (CRM) platforms, call centers, and other industrial databases.
The tool supports 6 different languages namely English, Spanish, German, French, Italian, and Portuguese. The pharma call center automation tool also produces the end report in various formats, including PDF, Excel, and Word. In addition, the tool could generate E2B-compliant XML output, which was also incorporated into the Argus database.
Client Received Significant Gains from AiRo PV Intake Automation Tool
The client recorded various benefits post-deployment:
Real-Time Transcription of call
Prompting the agent with the next relevant questions
Auto-populating the information in CRM to create a case
E2B compliant XML creation for EDI Gateway
Supports 6 different languages – English, Spanish, German, French, Italian, and Portuguese.
Customer sentiment Analysis
AiRo's Multi Cloud Migration Method Wins Client’s Trust
The client lessened the impact of acquisitions on local vendors by partnering with AiRo to position itself for future expansion. The customer was assisted by AiRo cloud engineers in developing a technological stack that could be used and maintained no matter where it was needed. Additionally, the technology was created so that the customer wouldn't have to remove legacy systems from a business that they had just acquired.
The Customer Continues to Benefit from AiRo’s Cloud Managed Services
The cloud, application, and infrastructure services, as well as reports that had previously timed out after 1,200 seconds, are now running in only 12.
The Microsoft Dynamics ERP process for the client, together with all supporting custom apps, is presently being migrated and supported by AiRo.
Microsoft Exchange footprint is currently being migrated to Office 365.
The client is also preparing a worldwide data warehouse and a global BI data analytics backbone.
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The AiRo Perspective
AiRo developed a pharma call center automation tool capable of initiating speech-to-text transcription and analysis in real time.
