How LifeScan Uses Automation Anywhere and Aisera to Cut Support Costs by $2.2M

LifeScan is a global healthcare company dedicated to diabetes management, serving patients through its OneTouch product line of blood glucose monitors and digital health tools. With a large and growing customer base managing a chronic condition, LifeScan's customer support team handled high volumes of repetitive inquiries around device setup, readings interpretation, and account management.

Manual, reactive support processes struggled to keep pace with inquiry volumes. Extended wait times and agent fatigue from handling repetitive questions were degrading both customer experience and operational efficiency, creating pressure to find a scalable solution that could resolve common issues instantly without human intervention.

LifeScan deployed the OneTouch Assistant — an AI-powered customer support agent built on Aisera's AI agent platform integrated with Automation Anywhere's agentic AI. The solution enables customers to resolve routine inquiries in seconds through self-service, with intelligent escalation to human agents only for complex issues. The deployment was designed specifically for the healthcare context, handling sensitive patient-adjacent interactions with appropriate guardrails.

The results were significant across all key metrics. The system achieved a 65% auto-resolution rate, delivered over $2.2M in cost savings, and drove a 70% increase in customer satisfaction scores. The OneTouch Assistant became a flagship example of how agentic AI can transform customer support economics in regulated industries.