Case Study: Biogen improves customer care with InMoment

Biogen reduces call escalations after 1 minute with InMoment

Biogen, a major biotechnology company, faced challenges in its Japanese Medical Information Department, where call center operators struggled to quickly locate answers from complex documents, leading to costly escalations to medical directors. The company partnered with InMoment to implement a semi-custom search application to empower its human operators without resorting to a full, risky automated system.

InMoment built a solution that combined natural language processing, machine learning, and open-source search into a custom interface. This application allowed operators to quickly find best-fit answers from FAQs and other resources. The results included fewer calls being escalated to medical directors, faster response times, and the ability for new hires to perform at the level of experienced operators, demonstrating measurable improvements in efficiency and cost savings.

Biogen