Case Study: Leading Global Health and Pharmaceutical Company achieves 24/7 empathetic diabetes support and 44% registration assistance with Verint Systems' Intelligent Virtual Assistant

Verint IVA Helps Pharmaceutical Company Extend Patient Support

A leading global pharmaceutical company launched an online education and support platform for people with diabetes but found engagement repeatedly spiking outside normal business hours—when clinicians and coaches weren’t available. The digital health innovation team needed an always‑on, empathetic, multilingual solution that could scale across channels while meeting strict legal and pharmacovigilance requirements.

They implemented Verint Intelligent Virtual Assistant as a “digital health coach,” designing compassionate voice and digital interactions, integrating pharmacovigilance workflows, and expanding to Alexa and Spanish language support. The IVA now answers about 20,000 diabetes questions per month, delivers 24/7 support across web, mobile and smart speakers, and has achieved a 44% program registration assistance rate and a 35.3% customer engagement rate.