Manual's AI Support Agent
How Manual achieved a 70% deflection rate and increased user retention by 20% with their AI agent
About Manual
Manual is a leading medical distributor dedicated to providing healthcare professionals with high-quality medical supplies and equipment. With a vast catalog and a commitment to reliability, they serve hospitals, clinics, and private practices, ensuring that critical medical resources are always available when needed.
The Challenge
- Support team of 100 people was overwhelmed by high volume of repetitive support inquiries and order status requests.
- Staff spent 4 hours daily answering repetitive questions and inquiries.
- Urgent medical supply needs required 24/7 support availability.
"We needed a solution that could handle customer inquiries instantly while maintaining the accuracy our medical clients require."
Solution
Manual deployed an AI Support Agent that handles the most complex support inquiries—such as dosage changes, returns, refunds, and cancellations—and provides instant, accurate responses to clients 24/7. The agent is trained on 100's of SOPs and can intelligently route complex issues to human specialists when necessary.
AI Support Agent
Capabilities
Handle Dosage Changes
Process Returns & Refunds
Manage Cancellations
Answer Support Inquiries
Check Order Status
Web & WhatsApp Support
Measurable Results
The AI agent delivered significant improvements in operational efficiency and customer retention
Deflection Rate
Successfully resolved 70% of incoming support inquiries without human intervention, significantly reducing support team workload.
Retention Increase
Achieved a 20% increase in user retention rates through instant, 24/7 support availability and consistent service quality.
Ready to Deploy Your AI Workforce?
Let AI agents automate routine inquiries, process orders, and provide instant support 24/7 while your team focuses on high-value relationships.