ACL Digital Life Sciences Streamlines Request Management With Ai-Powered Chatbot For a Leading Pharma Company
Overview
A global pharmaceutical leader renowned for its breakthroughs in diabetes, oncology, immunology, and neuroscience sought to enhance its digital operations. With a focus on advanced biologics, clinical research, and patient support programs, the organization aimed to accelerate internal efficiencies through automation, particularly in IT Service Management (ITSM) and request handling processes.
ACL Digital Life Sciences partnered with the company to modernize its chatbot capabilities, centralize request workflows, and deliver real time reporting and documentation support, enabling a more agile and scalable digital infrastructure
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Challenges
The company faced multiple operational bottlenecks that impacted speed, accuracy, and scalability:
Diverse Ticket Sources
The IT support team managed tickets from various systems, including IHS, ServiceNow (SNOW), and CICR, resulting in disjointed workflows and redundant effort
Manual Operations
The manual opening, routing, and closure of tickets, along with infrastructure provisioning for AI projects, created inefficiencies & introduced risks of human error
On-Demand Data Access
The organization required instant, automated responses to data access queries, which were not being handled efficiently by legacy systems
KPI Reporting Gaps
Generating ITSM performance metrics involved manual inputs, making reporting labor-intensive and slow
Solution
- Unified Ticket Management System: Integrated the chatbot with IHS, SNOW, and CICR platforms, enabling end-to-end ticket creation, routing, and closure through a single interface.
- Automated AI Infrastructure Provisioning: Developed automated workflows to handle the provisioning of infrastructure resources for AI-related requests, improving response time and consistency.
- Real-Time ITSM KPI Reporting: Enabled the chatbot to auto-generate reports on key metrics such as ticket volume, resolution times, and routing efficiency—reducing dependency on manual tracking.
- Intelligent PDF Query Resolution with RAG API: Incorporated Retrieval-Augmented Generation (RAG) API to deliver accurate responses to data access questions. The chatbot accessed a PDF article repository to provide real-time, context-specific answers.
Outcomes
The solution delivered measurable operational improvements:
Improved Efficiency
Automated ticket workflows and intelligent routing significantly reduced resolution times
Enhanced User Experience
Users received faster, more consistent support for IT and data access requests
Data-Driven Decision Making
Real-time KPI reports gave IT managers actionable insights to optimize performance
Reduced Manual Overhead
Automation minimized human intervention, freeing up resources for higher-value strategic tasks
