customer_support · healthcare · workflow
LifeScan delivers personalized customer care with Aisera's AI Agent Platform
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.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Customer inquiry arrives via self-service
Customer inquiries are received by the OneTouch® Assistant for resolution through self-service.
Tools used
Aisera AssistantRAGdomain-specific LLMs
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.
Results
Time savedcutting response times from days to seconds
Volume65%
Cost replaced$2.2M+
Running since2022
Grounding & classification
Source type: vendor customer story
32 fields verified against source quotes.
ai agentconversational aiknowledge searchragsupport agentknowledge basesupport ticketmetric backednamed customerproduction runtime claimedtools describedvendor confirmedworkflow describedhealthcareautomation ratecost reductioncustomer satisfactiondeflection rateemployee productivityresponse time reductionvendor customer storycustomer supportautonomous resolutionrag answering