Case Study: Abbott improves employee support and productivity with SmartBots' Maya virtual assistant

Abbott - Customer Case Study

Abbott, a global healthcare company, faced significant challenges in supporting its large, distributed field workforce. Their employees struggled with time-consuming query resolution, inefficient support mechanisms, and slow onboarding due to cumbersome access to critical information. To elevate employee experience and engagement, they partnered with vendor SmartBots to implement an intelligent solution.

SmartBots developed Maya, a virtual assistant powered by Amazon Lex. This AI-powered chatbot was integrated with Abbott’s backend systems to provide real-time, contextual support. The implementation by SmartBots yielded substantial results, including successfully resolving over 90% of queries, reducing average resolution time by 50%, handling 100,000 queries, and significantly improving workforce productivity and engagement.

Abbott