A prominent American healthcare organization partnered with Brillio to improve customer engagement using conversational AI, resulting in a 72% increase in engagement. The organization, known for its extensive pharmacy network and healthcare services, faced challenges with an outdated IVR system, leading to customer dissatisfaction and operational inefficiencies. Brillio implemented an AI-driven platform using IBM Watson, integrated with Microsoft Azure, to streamline interactions, reduce wait times, and personalize responses. The solution enhanced member experience, reduced costs, and provided 24/7 support, with significant efficiency gains and cost savings of approximately $47.3 million in 2021.

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