Customer support · Production

LifeScan delivers personalized customer care with Aisera's AI Agent Platform

The problem

LifeScan's support operations, serving a rapidly expanding customer base, were heavily reliant on manual, reactive processes that could not keep pace with growing ticket volumes, resulting in long wait times, agent fatigue, and an inability to deliver timely, around-the-clock service.

Workflow diagram · grounded in source
1
Customer inquiry arrives via self-service
trigger
“quickly resolve customer inquiries in seconds through self-service”
2
Knowledge base drives instant response
ai_action
“delivers instant, human-like responses powered by an extensive knowledge base”
3
RAG and domain LLMs personalize answers
ai_action
“Leveraging domain-specific LLMs for healthcare and retrieval augmented generation (RAG), the OneTouch® Assistant provides personalized, scalable support”
4
AI agents automate key tasks
ai_action
“automates key tasks such as troubleshooting and order management, cutting response times from days to seconds”
5
24/7 self-service resolution delivered
output
“ensuring 24/7 self-service for LifeScan's growing customer base”
Reported outcome

The OneTouch® Assistant powered by Aisera automated 65% of incoming support requests, saved $2.2 million, and improved customer satisfaction (CSAT) by 70%, while reducing redundant inquiries, alleviating agent fatigue, and ensuring HIPAA-compliant 24/7 self-service.

Reported metrics
Auto-resolution rate65%
Cost savings$2.2M+
customer satisfaction (CSAT) improvement70%
Response time reductioncutting response times from days to seconds
Show all 5 reported metrics
auto-resolution rate65%
cost savings$2.2M+
customer satisfaction (CSAT) improvement70%
response time reductioncutting response times from days to seconds
agent fatiguealleviating agent fatigue
Reported stack
Aisera AssistantRAGdomain-specific LLMs
Source
https://aisera.com/customers/lifescan/
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

The OneTouch® Assistant powered by Aisera automated 65% of incoming support requests, saved $2.2 million, and improved customer satisfaction (CSAT) by 70%, while reducing redundant inquiries, alleviating agent fatigue…

What tools did this team use?

Aisera Assistant, RAG, domain-specific LLMs.

What results were reported?

Auto-resolution rate: 65%; Cost savings: $2.2M+; customer satisfaction (CSAT) improvement: 70%; Response time reduction: cutting response times from days to seconds (source-reported, not independently verified).

How is this customer support AI workflow structured?

Customer inquiry arrives via self-service → Knowledge base drives instant response → RAG and domain LLMs personalize answers → AI agents automate key tasks → 24/7 self-service resolution delivered.

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