Issue:
The pharma-manufacturing client was receiving a large number of product inquiries that their customer support team was unable to handle, and hence were losing leads. They were looking for a solution that will engage with patients to combat this problem.
Solution:
- Designed chatbot architecture with Dialogflow and Whatsapp Business API.
- Utilized NLP for inquiry processing and response mapping.
- Implemented webhooks for handling intents and retrieving responses.
- Integrated translation engine for multilingual support.
- Connected platform with Whatsapp Business API for inquiry monitoring and dashboard creation.
Impact:
- Reduced customer support effort by 32%.
- Provided dashboards for better understanding of inquiry types, enabling informed business decisions.
