Pharma Company Breaks Language Barrier with ServiceNow Virtual Agent
Ticket reduction
22
22
languages supported
Enhanced global communication
"Thank you, once again, for your commitment, exceptional teamwork, and relentless pursuit of excellence to provide our company with a great experience"
Director, Pharmaceutical Company
Summary
Our team implemented a ServiceNow solution that improved communication among agents in 22 languages through Virtual Agent and Agent Chat for a multinational pharmaceutical corporation. This enabled end users to resolve password reset issues via multilingual knowledge articles, significantly reducing support tickets. The automatic translation feature eliminated language barriers for U.S. agents assisting overseas users.
Global Communication Streamlined
The client needed a solution to ensure agents from different countries could communicate seamlessly without language barriers through chat, supporting 22 languages. To achieve this, the pharmaceutical company enlisted expert ServiceNow resources to implement Virtual Agent and Agent Chat, enhancing global communication. The implementation involved gathering business requirements, configuring and developing the platform, and integrating dynamic language translation.
Key tasks included creating Virtual Agent flows, topics, intents, and chat surveys to handle incidents, catalog requests, and knowledge deflection. Additionally, Agent Chat queues, quick actions, and multi-language NLU/NLP capabilities were set up to support users across regions. The dynamic translation feature was integrated using Lionbridge/Geofluent. Organizational change management support was provided through training materials, videos, and demos to ensure smooth adoption.
Key tasks included creating Virtual Agent flows, topics, intents, and chat surveys to handle incidents, catalog requests, and knowledge deflection. Additionally, Agent Chat queues, quick actions, and multi-language NLU/NLP capabilities were set up to support users across regions. The dynamic translation feature was integrated using Lionbridge/Geofluent. Organizational change management support was provided through training materials, videos, and demos to ensure smooth adoption.
ServiceNow Solution with Real-Time Translation and AI
Our team proposed leveraging mostly out-of-the-box ServiceNow functionality, while integrating a real-time translation solution to support the 22 languages (NLU) required by the client. This included enabling specific language plugins. We also focused on making the system user-friendly by publishing helpful topics for end users. With most plugins already installed by the client, time was saved, and we provided valuable feedback on VA flows, intents, and utterances, suggesting best practices. We recommended utilizing their existing AI capabilities for search topics and topic groups, allowing the system to automatically route tickets to the correct departments (hardware, software, networking, etc.).
To ensure a smooth implementation, our team scheduled daily stand-ups (DSUs), training sessions, testing, and demos with the client. The client’s complex UAT process, spanning from dev to production, required close coordination. We also handled administrative tasks, including setting up work units and ensuring proper documentation for their off-shore team to manage updates. Our knowledge transfer included thorough documentation, training materials, and recorded presentations to guide the off-shore team through the process.
To ensure a smooth implementation, our team scheduled daily stand-ups (DSUs), training sessions, testing, and demos with the client. The client’s complex UAT process, spanning from dev to production, required close coordination. We also handled administrative tasks, including setting up work units and ensuring proper documentation for their off-shore team to manage updates. Our knowledge transfer included thorough documentation, training materials, and recorded presentations to guide the off-shore team through the process.
Multilingual Self-Service and Continued Success
The client's end users can resolve issues like password resets by accessing knowledge articles in multiple languages, significantly reducing incoming tickets. The system allows U.S. agents to communicate with overseas users, automatically translating messages, so agents no longer need to speak the same language to assist.
The client expressed gratitude for our collaboration with their off-shore team and praised the thorough training provided. Executive management was highly satisfied with the final demo, and since launching the Virtual Agent Chat, no issues have been reported. We continue to support the client through a GRS contract, offering expert resources and recommending additional training.
The client expressed gratitude for our collaboration with their off-shore team and praised the thorough training provided. Executive management was highly satisfied with the final demo, and since launching the Virtual Agent Chat, no issues have been reported. We continue to support the client through a GRS contract, offering expert resources and recommending additional training.
Industry:
Healthcare
Location:
New Jersey, United States
People:
130,000+ Employees
Products:
ServiceNow Virtual Agent