How LifeScan Uses Automation Anywhere and Aisera to Cut Support Costs by $2.2M
LifeScan deployed an AI-powered customer support assistant using Automation Anywhere and Aisera for its OneTouch diabetes management product line, achieving a 65% auto-resolution rate and over $2.2M in cost savings. Customer satisfaction increased by 70% as routine inquiries shifted to instant self-service.
Impact
65%
Customer support auto-resolution rate
$2.2M+
Cost savings
70%
Increase in customer satisfaction
Challenge
Manual customer support processes for LifeScan's OneTouch diabetes product line could not handle growing inquiry volumes, resulting in extended wait times, agent fatigue from repetitive tasks, and declining customer satisfaction.
Solution
Deployed the OneTouch Assistant, an AI-powered support agent built on Aisera and Automation Anywhere's agentic AI, to provide instant self-service resolution of routine customer inquiries with intelligent escalation to human agents.
Tools & Technologies
What Leaders Say
“The OneTouch Assistant has been a game-changer for our customer support team. With Aisera's AI agents, we quickly resolve inquiries in seconds through self-service.”
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Full Story
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.