A global manufacturer of advanced medical devices was struggling to keep up with rising support volumes and increasingly complex product-related queries. Support agents spent too much time navigating fragmented knowledge sources, which led to longer resolution times, inconsistent service quality, and rising operational overhead.
Accion Labs worked closely with the client to design and implement an AI-powered knowledge assistant that improved decision-making at the agent level and simplified the support process from within:
Intelligent assistant embedded into live support workflows
Real-time, context-aware recommendations using Azure OpenAI and vector-based search
AI-powered intent recognition built with LangChain and Groq
Secure, cloud-native infrastructure deployed on Microsoft Azure
Full integration with existing systems, ensuring minimal disruption
Business Impact
24% improvement in agent productivity
Faster handling of complex, cross-functional tickets
Fewer escalations across global support teams
Consistent service quality without increasing team size
Download the full case study to see how Accion Labs helped one of the world’s top medical technology companies deliver faster, more reliable support through intelligent automation.
