.jpg)
Modernizing Pharmaceutical Employee Support with an AI-Powered HR Assistant
Executive Summary
A global consumer-electronics organization initiated a multi-phase transformation to modernize service across email, SMS, web chat, and social media. Pronix implemented a GenAI-powered Agent Assist and Search AI solution using Kore.ai, Salesforce Service Cloud, and an AWS cloud reference architecture. The first release supports 12 priority use cases and approximately 1,200 knowledge assets.
Business Problem
- Excessive agent research time
- Fragmented product and customer information
- Inconsistent responses across channels
- Slow response drafting
- Limited next-best-action guidance
- Complex Salesforce workflows
- Multilingual support requirements
- Need for human oversight of AI-generated content
Business Solution
- Contextual agent assistance : Provide next-best actions, knowledge suggestions, and contextual guidance.
- Enterprise Search AI : Retrieve information from approximately 1,200 approved knowledge assets.
- AI-assisted email and SMS : Generate recommended responses for agent review and approval.
- Web-chat assistance : Provide backend recommendations for the existing Einstein chatbot.
- Social-media assistance : Support response recommendations through Sprout Social and Salesforce.
- Human-in-the-loop governance : Require agent validation before any AI-generated response reaches a customer.
Technical Solution
The architecture integrates customer channels with Salesforce Service Cloud, Kore.ai Agent AI and Search AI, enterprise commerce and support systems, and a supporting AWS AI and cloud layer. The delivery includes design, NLP and LLM configuration, API integration, JIRA-based UAT, deployment, hypercare, and transition.
Technologies Used
- Kore.ai platform : Agent AI, Search AI, XO Platform, Generative AI, Multilingual NLP, Suggested responses, Case summarization, Analytics
- AWS AI stack : Amazon Bedrock,Amazon SageMaker AI, Amazon Q for Business, OpenSearch Service, S3, Lambda, API Gateway, CloudWatch, IAM, KMS
- Enterprise systems and channels : Salesforce Service Cloud, Salesforce Commerce Cloud, Einstein chatbot, Sprout Social, Email, SMS, Web chat, REST APIs, OAuth
Customer Success Outcomes
.jpg)
Projected Business Outcomes: The percentages below are implementation targets. Final results must be validated through production analytics and customer-approved measurements.
Strategic Value Delivered
- Enterprise agent-assist foundation : Creates a reusable framework for additional markets and service scenarios.
- Connected omnichannel service : Unifies AI assistance across Salesforce, email, SMS, chat, and social media.
- Responsible GenAI adoption : Preserves human validation for all customer-facing responses.
- Scalable global support : Supports phased expansion across languages, channels, and use cases.
Latest Case Studies
Our Case Studies
.jpg)
 & Conversational AI - Banner.jpg)
.jpg)
.jpg)
.jpg)
.jpg)
.jpg)
.jpg)
.jpg)
.jpg)
.jpg)
.jpg)
.jpg)
.jpg)
.jpg)
.jpg)
.jpg)
.jpg)
.jpg)
.jpg)
.jpg)
.jpg)
.jpg)
.jpg)
.png)
.png)
.jpg)
.jpg)
.png)
.png)
.png)
.png)
.png)
.png)
.jpg)
.jpg)
.jpg)
.jpg)
.jpg)
