Gen-AI Powered Product Discovery and Employee Policy Lookup for a Healthcare Industry

Overview

A global leader in the pharmaceutical and healthcare industry, with a portfolio of products across a wide therapeutic area, faced challenges in enabling its sales teams to efficiently access product information and employee policy documents. ACL Digital partnered with the client to implement a Generative AI–powered solution to streamline product discovery and policy lookup for frontline teams.

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Challenges

Large and Distributed Workforce

A massive employee base of 15,000+ with a complex and distributed hierarchy created operational inefficiencies.

Independent Divisions

Close to 10 divisions working independently led to siloed information and inefficiencies.

Complex Product Discovery

Multiple SKUs with 500+ products and variants across therapeutic areas made product discovery tedious and time-consuming.

Customer Experience Gaps

Inaccurate product recommendations and delays in query resolution impacted customer experience.

Policy Lookup Challenges

Searching through employee policy documents was difficult due to the volume of documentation involved.

Solution

ACL Digital implemented an OpenAI-powered solution with a scalable, performance-optimized architecture, integrated automation, and continuous monitoring to ensure reliability and sustained system performance.

Secure Data Pipelines: Real-time processing of multiple data formats, including videos, audio, PPTs, and PDFs.
Intelligence Layer: Retrieval-Augmented Generation (RAG), structured data agents, and prioritization models for contextual responses.
Vector Database: A highly scalable storage and retrieval layer built on Databricks.
Chat and Search Interface: An intuitive interface enabling frontline sales teams to access product and policy information instantly.