When one of the world’s leading healthcare companies realized customers were abandoning its chat channels, it saw an opportunity to reimagine digital engagement. Partnering with Persistent, the organization transformed its Salesforce-based chat experience using Einstein-powered automation, driving seamless interactions, faster resolutions, and measurable gains in satisfaction and efficiency.
The Challenges
Underutilized chat channels and barriers to effective engagement
The client, a Fortune 100 global healthcare leader, develops and manufactures medical devices, diagnostics, branded generic medicines, and nutritional products. With such a broad portfolio, customer engagement and support play a critical role in maintaining satisfaction and loyalty. However, the company faced a growing challenge — its existing chat solutions were significantly underutilized.
Customers often abandoned the chat channel, suggesting a need to make the process more intuitive and rewarding. Limited intent detection meant that queries were frequently misunderstood, producing irrelevant or incomplete responses. The absence of an effective agent transfer or handover function further compounded the problem, leaving users stranded when complex issues required human assistance.
Adding to the friction, the live chat channel required customers to provide extensive personal information before initiating a conversation, discouraging use. Meanwhile, service agents were reluctant to handle chat-based inquiries because inefficiencies made the process cumbersome and time-consuming. The result was low adoption, poor customer experience, and missed opportunities to strengthen digital engagement.
The Turning Point
Reimagining chat through AI-powered automation and seamless handover
Recognizing the limitations of its existing system, the client partnered with Persistent to reimagine its chat solutions using Salesforce Einstein. The focus was on creating a customer-first experience that combined automation with seamless escalation when human support was needed.
Persistent implemented an AI-powered chatbot designed to boost self-help rates and enable zero-touch resolution of customer queries. Advanced intent detection and conversation classification ensured customer requests were correctly identified and routed. Contextual knowledge search and article recommendations provided instant, relevant responses, helping customers resolve issues quickly and independently.
To enhance the experience further, order management and tracking were integrated directly into the chatbot, allowing customers to access real-time updates without switching channels or repeating information. Positive user credentialing ensured interactions were both secure and seamless, reducing friction while protecting sensitive data.
Most importantly, Persistent addressed the long-standing gap in agent handover. The chatbot was enhanced to transfer conversations smoothly to human agents for complex cases, maintaining full context and visibility. This not only improved the customer experience but also made agents more efficient by reducing repetitive inputs and providing complete conversation histories.
The Outcomes
Increased efficiency, higher satisfaction, and stronger digital engagement
The impact of the transformation was immediate and measurable. The new chat solution delivered a 25%+ live chat deflection rate, reducing the burden on service agents by resolving more queries through automation. Channel utilization increased by more than 5%, showing stronger customer adoption and confidence in the chat experience.
Customer satisfaction (CSAT) levels improved by more than 65%, demonstrating that interactions were not only faster but also more relevant and helpful. Net Promoter Scores (NPS) also rose sharply, increasing by 44 points compared to previous levels.
By integrating Salesforce Einstein-powered automation with intuitive design and seamless human handovers, Persistent helped the client turn an underperforming chat channel into a high-value engagement platform. Customers now enjoy faster resolutions and better service, while agents are empowered with tools that make their roles more productive and fulfilling.
This transformation reflects how AI-driven automation, intelligent design, and user-centric workflows can redefine digital engagement, delivering stronger experiences for customers and measurable performance gains for the business.
