IndiaHealthcare and life sciences2018 – ongoingAbbott India
Maya assistant for pharmaceutical sales employees
Abbott reported Maya answering 32% of monthly sales-representative queries
Problem
Sales employees needed information from enterprise applications while visiting doctors. Routine questions also created work for the employee helpdesk.
Approach
SmartBots AI developed Maya using Amazon Lex, with voice and chat access to enterprise information. Abbott piloted it with around 3,000 sales employees and later expanded it to more than 8,000 employees. Unanswered questions became helpdesk tickets and training material.
Results
Takeaway
The helpdesk remained the fallback when Maya could not answer. Abbott reported a success rate without explaining its measurement method.
Categories
- Size
- Large enterprise
- Industry
- Healthcare and life sciences
- Business function
- Internal work and knowledge managementMarketing and sales
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
Abbott described the pilot and wider employee rollout. Its figures included a 32% share of monthly queries answered and a 74% success rate.
Full details are in the original sources.
