Case Study: a pharmaceutical company extends patient support with Verint Intelligent Virtual Assistant

a pharmaceutical company answers 20,000 patient questions monthly with Verint Systems

The customer, a pharmaceutical company, faced a challenge providing support on its diabetes patient platform outside normal business hours. They needed a 24/7 digital assistant capable of empathetic, personalized, and compliant multilingual interactions. To address this, they selected the Verint Intelligent Virtual Assistant (IVA).

Verint implemented an IVA as a "digital health coach," designed with empathy and tailored to handle pharmacovigilance and regulatory concerns. The solution was launched on web, mobile, and via an Alexa Skill, with Spanish language support added later. The Verint IVA answers 20,000 patient questions monthly, achieves a 44% program registration assistance rate, and delivers a 35.3% customer engagement rate, providing constant support and valuable patient insights.