Case Study: Biogen achieves faster, more reliable customer care with InMoment

Helping a Major Biotechnology Company Improve Customer Care

Biogen Japan’s Medical Information Department fields questions from patients, physicians, and others using large FAQ spreadsheets and product documents, but calls were automatically escalated to costly medical directors after one minute—creating high costs and slow service. Biogen wanted to reduce escalations and speed responses without the risks of full automation, so they partnered with InMoment to empower, not replace, their human operators.

InMoment delivered a semi-custom search application that combined low‑level NLP, custom machine‑learning models, entity extraction, Elasticsearch and a tailored UI to surface best‑fit answers and resources in seconds. By integrating Biogen’s data, the system reduced calls escalated to medical directors, sped operator responses, and allowed new hires to work at the same level as experienced staff—improving customer care while lowering cost and risk.

Biogen

Keith Ho

Director of Customer Focus and Medical Digital