How can AI-powered call routing transform customer experience and drive operational efficiency?

Discover how Inizio Engage implemented an AI-powered Virtual Agent to streamline call routing – reducing manual triage by 50% and enhancing customer experience.   

What challenge did the pharmaceutical company face with its IVR system? 

A leading pharmaceutical company faced a persistent challenge with its Interactive Voice Response (IVR) system, which required callers to navigate complex menu options based on prior knowledge.   

This led to frequent misroutes, with a significant number of inquiries reaching the wrong departments – particularly those intended for patient support or assistance programs. Medical Information (MI) teams found themselves overwhelmed with non-relevant queries, diverting attention from high-value activities and increasing operational inefficiencies. Manual triage efforts further strained resources, driving up costs and creating delays in patient and HCP support.   

How did Inizio Engage help optimize AI-powered call routing? 

Although the AI-powered Virtual Agent was developed and implemented by the client, Inizio Engage provided targeted support to help enhance its effectiveness.   

Our contribution focused on advising on keyword selection to enhance the AI’s natural language identification capabilities, enabling more accurate identification of MI versus Patient Support queries. We also supported integration efforts with the client’s Patient Support Program (PSP) teams at Inizio Engage, helping to establish clear and seamless redirection pathways.   

This consultative engagement was collaborative – aimed at strengthening the client’s existing solution and optimizing performance within a complex support environment.  

What measurable impact did Inizio Engage deliver? 

The AI system intelligently redirected 25% of inbound calls to patient support teams, easing the burden on MI specialists. Additionally, manual triage efforts were reduced by 50%, enabling teams to concentrate on high-value, complex inquiries. These efficiencies contributed to $3M in cost containment, driven by lower call volumes and optimized resource allocation.   

Most importantly, the AI-powered system enhanced the caller experience by ensuring inquiries were routed to the right departments, leading to faster and more accurate resolutions. 

Leading the future of Intelligent Commercialization™ 

At Inizio, we unite proprietary AI-powered platforms, deep scientific expertise, and proven governance to unlock measurable, lasting value at every stage of commercialization. Discover how Intelligent Commercialization™ can help you launch smarter and deliver meaningful outcomes for patients. 

Get in touch today.