1. Executive Summary
A multinational provider of medical supplies and diagnostic solutions enhanced its customer engagement and support capabilities through an LLM-powered assistant developed by Intersoft. The assistant successfully handled complex product queries and product comparisons, while simultaneously capturing high-intent leads for the internal sales team. This transformation led to a 20% increase in qualified leads, setting the stage for scalable growth in healthcare B2B engagement.
2. Client Context
The client serves hospitals, laboratories, and healthcare providers across multiple continents with a vast portfolio of diagnostic tools, reagents, and medical devices. Their website and digital product catalogs attract both clinical professionals and procurement specialists—many of whom have highly technical information needs and represent significant sales opportunities.
3. The Challenge
Despite a strong digital presence, the client faced several hurdles:
- Inability to provide instant, in-depth answers to technical queries online (e.g., test sensitivity, compatibility, certifications)
- Missed sales opportunities due to unqualified or poorly routed inquiries
- Heavy reliance on internal experts to respond manually, causing delays and reducing operational scalability
4. Our Approach
Intersoft proposed a dual-purpose solution: knowledge enablement and lead capture. The approach followed three key phases:
- Discover: Analyze the most common and complex queries received through the website and contact forms
- Design: Build a domain-trained LLM assistant that could respond accurately to technical questions across hundreds of products
- Deliver: Integrate the assistant into the client’s web and CRM ecosystem with lead-flagging and sales routing features
5. The Solution
The AI-powered assistant included:
- Deep Technical Q&A Engine: Capable of explaining diagnostic principles, product specifications, and comparative differentiators using trusted source data
- Lead Intent Recognition: Identified high-value interactions (e.g., purchasing signals, requests for volume quotes) and routed them directly to the appropriate sales team
- CRM Integration: Embedded directly into the client’s sales pipeline, providing context-rich interaction history for follow-ups
6. Outcomes / Impact
- 20% Increase in Qualified Leads: Technical engagement turned into real business opportunities
- Reduced Expert Workload: Fewer repetitive queries reached internal SMEs, freeing them for strategic consultation
- Improved Response Accuracy and Speed: Customers received trusted answers immediately, improving satisfaction and retention
7. Lessons Learned / Critical Success Factors
- Domain Training Matters: High-performing assistants require deep context and medical terminology alignment
- Sales Synergy Is Key: Tightly coupling AI answers with sales triggers created measurable revenue impact
- Transparency Drives Trust: Providing citations and references helped build confidence with healthcare professionals
8. Why Intersoft?
Intersoft’s blend of AI expertise and regulated-industry experience positioned us to deliver a compliant, high-performance solution tailored to the needs of healthcare procurement and clinical advisory workflows. Our focus on measurable business impact made us the partner of choice.
9. Next Steps / Looking Ahead
- LLM Evaluation Framework: Implementing Intersoft’s proprietary LLM audit system to systematically measure the factual accuracy and relevance of AI-generated responses
- Automated Testing Suite: Deploying a validation pipeline for regular QA of technical content across regions and languages
10. Contact & Call to Action
Want to turn your digital medical catalog into a high-conversion, expert-driven sales engine? Connect with Intersoft at intersoft.nl to explore how our healthcare-grade AI solutions can elevate your customer experience and commercial success.
