Case Study: a leading multinational pharmaceutical company automates customer self-service with Concentrix

Leading Multinational Pharmaceutical Company automates 93% of customer interactions in 6 months with Concentrix

A leading multinational pharmaceutical company faced challenges scaling its existing customer self-service app to meet growing demand. Customers expected fast, asynchronous support without needing a live advisor, but the client struggled to provide accurate information across multiple languages and regions while reducing reliance on its support team. They partnered with Concentrix to extend their self-service beyond static FAQs into a more responsive, conversational layer.

Concentrix implemented a conversational AI messaging solution integrated into the app, utilizing channels like WhatsApp, SMS, and Apple Messages for Business. This allowed the company to automate 93% of customer interactions within six months. The solution scaled support across 23 countries and 9 languages, significantly reducing reliance on live advisors and improving responsiveness in high-volume scenarios.