Case Study: Fortune 500 Pharmaceutical Company exceeds self-service targets and reduces agent workload with Inbenta

Fortune 500 Pharmaceutical Company - Customer Case Study

This Fortune 500 pharmaceutical company was struggling with rapidly increasing monthly chat volume that live agents couldn’t keep up with, causing slipping performance and agent burnout. They sought a robust, NLP-driven chatbot that would seamlessly integrate with their existing telephony and CRM systems.

Inbenta deployed a seamlessly integrated chatbot that freed agents to focus on complex cases and improved customer response times. In 2020 the bot handled 24,304 of 32,112 sessions (≈76%), met the company’s automation targets, reduced drop-offs, increased self-service, and boosted both customer satisfaction and agent morale.