Global Pharmaceutical Leader Scales Support with AI

Overview

A Fortune 500 global pharmaceutical leader launched an enterprise-wide initiative to modernize how it supports employees, sales teams, healthcare professionals, and patients worldwide. As global operations expanded, service demand increased across regions, audiences, and languages—driving rising contact center costs and operational complexity.

To address these challenges, the organization partnered with Kore.ai to modernize service delivery using AI for Service, an agentic customer service platform designed to unify automated self-service and assisted support across the enterprise. This approach enabled intelligent, multilingual engagement across more than 35 use cases, delivered full first-year ROI, and supported the compliance requirements of highly regulated healthcare environments.

The Challenge

The organization’s global support ecosystem spans employees, sales teams, healthcare professionals, and patients across regions and languages. As inquiry volumes grew, teams faced increasing pressure to deliver consistent, compliant service at scale—without increasing operational costs or technical complexity.

Key pain points included:

• Rising contact center costs driven by increasing global inquiry volumes
• The need to scale automation across both internal and external use cases without adding technical burden
• Demand for intuitive, low-code AI solutions that business teams could deploy and manage with minimal IT involvement
• Requirements for consistent, multilingual support to serve global audiences
• Strict regulatory and compliance considerations across healthcare and life sciences workflows

Together, these challenges highlighted the need for an enterprise-grade, agentic service platform capable of unifying automation, scaling globally, and supporting regulated workflows without increasing operational overhead.

The Solution

The organization implemented AI for Service to introduce AI-led automation and intelligent assistance across internal and external service workflows. Using Kore.ai’s low-code platform, orchestrated AI agents were rapidly deployed to automate high-volume, repeatable requests, while intelligent assistance augmented human teams during complex or regulated interactions.

Key use cases included:

Sales Teams

• Automated activity reporting and daily updates
• Performance tracking with real-time access to targets and KPIs
• Faster visibility into field performance and sales insights

Employees (IT & HR)

• Automated support for system access, password resets, and IT issues
• Self-service responses for HR inquiries related to benefits, policies, and time off
• Reduced dependency on internal support teams for routine requests

Healthcare Professionals & Patients

• Compliant, multilingual access to up-to-date product and usage information
• Faster inquiry resolution through AI-led self-service
• Seamless escalation to human-assisted support when judgment or regulatory oversight is required

Service & Support Teams

• Intelligent assistance for agents, providing contextual guidance and compliant responses
• A unified omnichannel experience across digital, voice, and assisted interactions
• Low-code configuration and governance enabling rapid expansion while maintaining regulatory standards

Together, these capabilities enabled the organization to automate routine interactions, augment human teams, and establish a future-ready foundation for intelligent engagement at global scale.

Business Impact

By modernizing service delivery through AI-led automation and intelligent assistance, the organization achieved measurable, enterprise-wide impact—improving efficiency, reducing costs, and delivering more consistent global experiences.

Key outcomes included:

• 35+ multilingual AI agents deployed globally within 12 months, supporting employee and customer experiences across sales, HR, IT, and healthcare workflows
• Full ROI achieved in the first year, covering platform licensing and implementation costs
• Significant cost savings driven by reduced contact volumes, faster resolution times, and improved operational efficiency
• Improved agent productivity and experience through intelligent assistance for complex or regulated interactions
• Enhanced global experiences for employees, healthcare professionals, and patients through faster access to accurate, compliant information
• Accelerated time to value enabled by low-code tools supporting rapid deployment across channels and regions
• A scalable foundation for continued expansion, optimization, and intelligent automation

Client Testimonial

“Since implementing Kore.ai, we’ve deployed dozens of AI agents across research, development, medical, commercial, and manufacturing teams—supporting global markets and multiple languages. We needed a scalable platform, and these agents will continue to become more intelligent as adoption expands.”
— Team Leadership

The Kore.ai Advantage

Kore.ai provided an enterprise-grade foundation designed to support the scale, complexity, and regulatory requirements of global healthcare and life sciences organizations. Through AI for Service, Kore.ai unified AI-led self-service and intelligent assistance across internal and external workflows, enabling consistent engagement across digital, voice, and assisted channels.

A composable, agentic architecture enabled rapid expansion across regions, audiences, and use cases without increasing technical complexity. Enterprise-grade security, governance, and controls supported compliance-driven healthcare environments, while advanced language understanding, personalization, and analytics-driven optimization enabled continuous improvement across coverage, performance, and experience quality.