How GenAI can help Life Sciences contact center agents deliver the best customer experience

How GenAI can help Life Sciences contact center agents deliver the best customer experience

Article Digital Business & Innovation Data & AI

How customer service impacts Life Sciences

Generative AI is predicted to have a transformative impact on many industries – and Life Sciences is certainly no exception. The global market for Generative AI solutions in Life Sciences is poised to register a growth rate (CAGR) of 20.78% between 2023 and 2032 according to research from Precedence. To achieve this, one of the areas where generative AI is set to deliver new benefits for Life Sciences companies is customer service.

In the dynamic world of Life Sciences, the significance of maintaining strong customer service centers (CSC) cannot be overstated. Within the sector, although products and services are designed to enhance health outcomes or streamline medical procedures, occasional challenges like inconsistencies, user errors, or malfunctions can arise. Given that even a single poor experience could have disastrous effects, customers in the Life Sciences industry have understandably high standards.

Your Life Sciences customers expect top-notch service. They’ll make use of your organization’s CSC whenever they need assistance, whether it’s related to product performance, user error, or even minor concerns. As a seller in this field, improving customer service isn’t just a good idea, it’s crucial.

Striving for customer excellence

Your customer service center might face contradictory demands. You may want higher levels of customer excellence but are also faced with improving agent efficiency and reducing operational costs at the same time. Previously, your organization may have had to make a difficult choice between prioritizing quality, costs and efficiency. With new technologies like generative AI, however, this dilemma can be left in the past.

Before you consider particular solutions, it’s important to remember how CSCs in the Life Sciences industry measure quality, cost, and efficiency. This often relies on KPIs, built using metrics that reflect the critical success factors of your CSC. Broadly, there are three categories of CSC metrics that will inform your KPIs:

  1. Performance metrics: The duration needed to solve customer requests
    • Initial response time
    • Average resolution time
  2. Experience metrics: Understanding the effect you’re having on your customers
    • Customer Satisfaction Score (CSAT)
    • Customer Effort Score
    • Net Promoter Score (NPS)
  3. Productivity metrics: The amount of work accomplished by your agents
    • Ticket volume
    • Ticket resolution rate
    • Tickets solved by the first support line
    • Total number of unresolved tickets

Generative AI’s potential for your CSC

How can generative AI (GenAI) influence your performance, experience and productivity metrics?

  • Quality: GenAI can help solve recurring minor issues more quickly, leaving your CSC with additional time to spend on more challenging cases. As a result, the customer receives the best possible experience.
  • Efficiency: GenAI can help you provide a 24/7 service, resulting in a significant uplift for your performance metrics. For instance, your ‘initial response time’ metric can be significantly improved.
  • Cost: Adding GenAI to your customer service can reduce costs and improve the scalability of your solution
  • Customer experience: GenAI offers rapid responses in the format of your customer’s choosing. By serving customers an answer quickly and in a friendly manner, your experience metrics will benefit

A new era in Customer Service powered by GenAI

Take the customer experience to the next level.

Augment your human agents with GenAI

By integrating GenAI into your CSC, the customer journey could be enhanced significantly. Instead of the traditional, manual approach, we’re moving towards an automated model where an AI-driven chatbot is capable of handling as many customer interactions as possible. Crucially, this is about supporting human agents – not replacing them.

Human agents will still handle more complex requests that are challenging for the GenAI agent. When GenAI can’t autonomously provide a solution, a human agent will step in – supported by GenAI tools. The future lies in routing customer requests between GenAI agents and human agents supported by GenAI. It is not a matter of GenAI agents versus human ones.

By reducing the manual burden on human CSC agents, they will be empowered to add value wherever possible. Apart from providing more accurate and efficient support, they can focus on activities aimed at optimizing the customer experience. Instead of rushing from request to request, delivering the bare minimum to achieve resolution, they can generate forward-looking insights – the kind that will support strategic decision-making and future product/service improvements. Leveraging GenAI in Life Sciences will not only support your customers; it will enhance job satisfaction for your agents too.

What is your customer’s CSC journey?

Take the next step in your GenAI journey

Eraneos is your perfect partner for integrating Generative AI into your service organization. Why? Because we’ve been around a long time, with years of experience solving Big Data problems with AI. Because our team is world-class, with over 150 experts who live and breathe artificial intelligence. And because we combine technology smarts with business know-how: you’ll find people who understand your challenges and want to solve them. People like you.

But above all, Eraneos helps you optimize that balance between performance and cost when it comes to Generative AI. Our service spans the entire AI journey: from initial strategy to project execution. We work with you to choose the right options and develop the integrations and applications that work for your situation.

Reach out to us today to explore the next steps in your GenAI journey!