A large pharmaceutical company managing a patient assistance program faced rising enrollment call volumes, long wait times, and limited self-service options with its outdated IVR system, which resolved only 12 percent of calls. Conduent implemented a Smart IVR with automated inquiry management and expanded self-service features for patients and healthcare professionals. The solution accelerated call handling, reduced agent reliance, and improved engagement. As a result, IVR usage rose by 150 percent, 70 percent of calls were fully contained within the system, future call forecasts dropped by 45 percent, and significant per-call savings were achieved, improving program efficiency and quality.

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