Case Study: LifeScan achieves 65% auto-resolution and 70% CSAT improvement with Aisera AI Customer Service

Lifescan’s OneTouch® Assistant Saves the Day Through ChatGPT-Like Interactions and Generative AI with Aisera’s AI Customer Service

LifeScan, a leading medical diagnostics manufacturer and maker of the OneTouch® blood glucose monitoring system, faced rising support volumes from its growing base of more than 4.7 million users. Its manual, reactive support process created long wait times, agent fatigue, and a need for 24/7 assistance, prompting the company to look for a scalable self-service solution. LifeScan implemented Aisera’s AI Customer Service, using the OneTouch® Assistant on its support page to help customers get answers and troubleshoot issues faster.

With Aisera’s generative AI and conversational AI, LifeScan customers could ask questions in a ChatGPT-like experience and receive instant, personalized responses from the company’s knowledge base and Salesforce-integrated support content. The result was 65% auto-resolution of incoming requests, $2.2M+ in support cost savings, and a 70% improvement in CSAT, while reducing redundant inquiries and easing agent fatigue.

LifeScan

Ehab Goldstein

VP OneTouch® Global Customer Care & Strategic Insights