Normalized claim
Customer queries resolved by bot: 85% increase
85% of customer queries resolved through the bot
AI-Powered Customer Assistance Bot for Multi-National Pharma Distributor by Altysys using Microsoft Azure OpenAI
Use case typeCustomer support automationUpdated Mar 7, 2025
A multi-national pharma distributor struggled with traditional customer support that could not keep up with nearly two million customers and thousands of lengthy documents. Altysys built a smart, mobile-friendly GenAI-powered customer care bot on Microsoft Azure infrastructure to automate data processing, improve response accuracy, and provide multilingual 24/7 assistance. The solution added real-time delivery tracking, autonomous handling of routine queries, case deflection to human agents for exceptions, automated invoice generation, and customer feedback capture.
- Organization
- multi-national pharma distributor
- Industry
- Pharma
- Location
- India
- Published
- March 2025
Reported outcomes
+85%
customer queries resolved by botOther quantified impact
Strategic outcomes
Customer experience & trustImproved customer experienceCost efficiencyMinimized human errorsCustomer experience & trust24/7 multilingual customer support
Why do we believe this?Outcome claims, sources, and evidence checks
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- multi-national pharma distributor
- Provider
- Microsoft
- Maturity
- Production
- Linked source
- Altysys
Operational delays and communication gaps made query resolution ineffective for the distributor's support channel
Customer identity supportedSource describes one deploymentMaturity supported
Primary read
Use case focus
Showing 3 of 3
- 1Customer support automation
- 2Multilingual communication
- 3Customer communication automation
- Manual sorting of files, text, and blobs across a private knowledge base of nearly two million customers was inefficient.
- Traditional customer support systems caused delays, human errors, and limited multilingual accessibility.
- Operational delays and communication gaps made query resolution ineffective for the distributor's support channel.
- Built the bot on Microsoft Azure infrastructure, leveraging Azure OpenAI models like ChatGPT to handle high query volumes.
- Implemented a real-time delivery tracking system and an autonomous system to handle routine queries.
- Integrated real-time case deflection to route exceptional cases to human agents.
- Used AI-powered NLP to support English, Hindi, and Spanish speakers and provide 24/7 assistance across multiple time zones.
- Automated invoice generation and integrated customer feedback collection into the workflow.
- The article reports that 85% of customer queries were resolved through the bot.
- It says the solution improved customer experience, generated positive customer feedback and social-media presence, and minimized human errors.
- The bot enabled quicker query handling and 24/7 multilingual customer support across different time zones.
Architecture
A GenAI-powered customer care bot was built on Microsoft Azure infrastructure with Azure OpenAI, multilingual NLP, real-time delivery tracking, autonomous routine-query handling, case deflection to human agents, automated invoice generation, and feedback collection. The case study also mentions GenAI model Llama and the text-embedding-ada-002 embedding model.
Sources & evidence1
Evidence: Medium65/100Evidence strength
- Customer explicitly identified
- Deployment status explicitly supported
- Primary source available
- Quantified outcome available
- Technical implementation details available
Type: Case StudyPublished: Mar 7, 2025Publisher: AltysysEvidence: PartnerConfidence: High
AI-generated summary. Verify important details with the linked sources before relying on this case.
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