LifeScan delivers personalized
customer care with Aisera’s AI
Agent Platform
Ehab Goldstein
VP, OneTouch® Global Customer Care
“The OneTouch® Assistant has been a game-changer for our customer support team. With Aisera Assistant, we can now quickly resolve customer inquiries in seconds through self-service. It’s amazing how Aisera’s AI agents can automate our customers’ requests while delivering personalized and humanized conversational experiences at scale.”
LifeScan offers innovative products and digital health solutions to empower people with diabetes to live healthier lives.
Headquarters
Malvern, Pennsylvania
United States
Industry
Healthcare & Wellness
Customer since
2022
Ready for AI adoption
A struggle to keep pace with growing customer needs
With a rapidly expanding customer base of over 4.7 million users, LifeScan’s support operations were heavily reliant on manual, reactive processes, making it difficult to efficiently address customer needs. The surge in ticket volumes resulted in long wait times and increased agent fatigue, straining the support team’s ability to keep pace with demand. LifeScan’s existing support system struggled to deliver timely, around-the-clock service, highlighting the urgent need for a scalable, intelligent solution to streamline operations, reduce wait times, and meet rising customer expectations.
How Aisera Assistant transformed customer support at LifeScan
Named the OneTouch® Assistant, LifeScan transformed its customer support with the Aisera Assistant, which delivers instant, human-like responses powered by an extensive knowledge base. Using Aisera’s AI agents, it automates key tasks such as troubleshooting and order management, cutting response times from days to seconds. Leveraging domain-specific LLMs for healthcare and retrieval augmented generation (RAG), the OneTouch® Assistant provides personalized, scalable support, ensuring 24/7 self-service for LifeScan’s growing customer base.
65%
Auto-resolution
rate
$2.2M+
Cost savings
70%
Improved customer
satisfaction
IMPACT
Driving customer support excellence with 24/7 self-service
By leveraging Aisera Assistant, LifeScan has automated 65% of incoming support requests, saving $2.2 million. It has improved customer satisfaction (CSAT) by 70%, while reducing redundant inquiries and alleviating agent fatigue. As a HIPAA-compliant partner, Aisera ensures that LifeScan’s sensitive customer data is handled securely, maintaining the highest standards of privacy and compliance. With Aisera, LifeScan is now better equipped to deliver exceptional service at scale.
