IVRy Unveils AI-Powered Customer Support System for Mevius Pharmaceuticals

In an innovative move towards enhancing customer service, IVRy, based in Minato, Tokyo, has introduced its cutting-edge interactive voice AI SaaS named "IVRy" at the customer center of Mevius Pharmaceuticals. With a focus on over-the-counter medicines and cosmetics, Mevius Pharmaceuticals has been committed to refining its customer engagement strategies. This new implementation responds not only to current challenges but seeks to redefine customer interaction in the pharmaceutical sector.

Challenges in Conventional Customer Service

Historically, Mevius Pharmaceuticals relied on live operators for customer inquiries, facing significant hurdles during off-hours and high demand times. The saturation of phone lines often led to unanswered calls, representing substantial potential revenue losses. Furthermore, the previous call system (CTI) created inefficiencies as operators had to contact BPO service providers each time they needed to retrieve customer inquiry data. This lack of visibility hampered the accurate understanding of customer motivations and needs, complicating the training opportunities for new employees and making it challenging to share insights across the organization.

Daily operations also contributed to inefficiencies, with staff bogged down by monitoring call situations and manually reporting internal metrics, which added to the operational burden.

Solutions and Benefits from the Implementation

With the integration of "IVRy," Mevius Pharmaceuticals can now provide customer support 24/7, optimizing the CTI system to align with AI capabilities. This shift towards an AI-driven customer interaction model not only enhances visibility into customer engagement metrics but also improves overall response quality.

Enhancing Quality Through Data Visibility

Using "IVRy Analytics," which quantifies call performance data, the system aggregates interaction data, allowing management to observe trends in call volumes and response rates. Monitoring various interaction quality indicators enables the identification of bottlenecks, leading to a continuous feedback loop that enhances overall service quality across the customer center.

24/7 Availability with Automated Response

By employing an AI voice assistant, "IVRy" facilitates automated responses around the clock. This not only augments customer convenience but allows human operators to focus on more nuanced, emotionally-driven customer interactions. The result is a significant reduction in call abandonment rates and improved customer retention through strategic upselling and cancellation prevention initiatives tied to subscription models.

Transitioning to an AI-Native CTI

IVRy's offering redefines CTI by enabling AI-native operations specifically designed to support voice bot activities. Integrations with CRM tools streamline operator tasks and automate post-call processing. In tandem with seamless connectivity to platforms like Zendesk, the operational workflow has been significantly simplified.

Future Outlook

Looking ahead, Mevius Pharmaceuticals plans to leverage the extensive call data accumulated within the "IVRy Data Hub" to further boost service quality across its operations. AI-driven analysis will allow the organization to sift through successful interactions and high satisfaction dialogues, transforming them into training resources for new hires. Additionally, implementing AI monitoring will help detect compliance risks proactively, reinforcing adherence to regulations in the pharmaceutical space.

Insights from Leadership

Takaichi Hasegawa, CEO of Mevius Pharmaceuticals, expressed his enthusiasm about the adoption of "IVRy". He noted, "Transitioning from a reactive to a proactive customer service model has been transformative. The implementation of the AI system has not only improved our incoming call efficiency to nearly 99% but also alleviated pressure on our staff, allowing them to engage with customers more meaningfully."

Ryoha Okunishi, CEO of IVRy, echoed this sentiment about the importance of visualizing communication data, indicating a commitment to support sustainable engagement frameworks through AI integration. As IVRy continues to expand its footprint across various sectors, it aims to cultivate an ecosystem where data-driven decisions foster improved customer experiences.

For additional information on IVRy and its services, visit their corporate website: IVRy Company.

Embracing the power of AI, IVRy stands at the forefront of transforming customer service dynamics for companies like Mevius Pharmaceuticals, where enhanced communication and customer satisfaction are paramount.