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Client
Dr. Reddy’s Laboratories
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Service
AI Process Automation
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Industry
Pharmaceuticals
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Company Size
25,000+
The client
One of India’s largest pharmaceutical companies — with a global manufacturing and commercial operation spanning prescription medicines, over-the-counter products, and active pharmaceutical ingredients — was experiencing significant operational strain in its customer support team, where the manual processing of complex customer emails and their translation into structured support tickets was consuming disproportionate time and generating inconsistencies affecting both response quality and regulatory compliance. For a pharmaceutical company operating in a highly regulated environment where communication traceability and response consistency were not optional, this was both an operational and a compliance challenge.
The problem
Dr. Reddy’s customer support operation was handling high volumes of complex, multi-attachment emails from healthcare providers, distributors, and institutional customers — each requiring interpretation, categorisation, and manual ticket creation in the XCEED internal system. The combination of complex email content, manual processing dependency, and the absence of standardised response infrastructure was creating the delays, inconsistencies, and audit trail gaps that no pharmaceutical company could accept as a permanent operating condition.
- High Dependency on Manual Email Interpretation Causing Processing Delays — Customer support emails often contained complex clinical and commercial queries with multiple attachments — requiring significant manual effort to read, interpret, and translate into structured XCEED ticket records. This manual interpretation bottleneck was a primary cause of delayed response times and inconsistent ticket quality across Dr. Reddy’s customer support operation.
- Inconsistent and Incomplete Ticket Creation Affecting Routing and Compliance — Manually created tickets were inconsistent in their categorisation, field completeness, and routing accuracy — affecting the efficiency of the internal triage and escalation process and creating compliance risk in an environment where the accuracy and completeness of customer interaction records had regulatory significance for the pharmaceutical company.
- No Standardised Response Infrastructure or Audit Trail Visibility — Customer responses were composed individually without standardised templates, historical data integration, or confidence-scored quality controls — producing response inconsistency and the absence of the comprehensive audit trail that pharmaceutical regulatory standards required for customer communication governance.
OUR SOLUTION
Worxwide built an end-to-end workflow integrating Dr. Reddy’s email systems with the XCEED internal ticketing platform — automating ticket creation with structured, accurate case records from complex customer emails. AI-generated draft responses were enabled using RAG (Retrieval Augmented Generation) from historical interaction data and standardised templates, ensuring fast, consistent, contextually informed customer communication. Governance workflows with confidence scoring, exception handling, and comprehensive audit visibility were established to meet pharmaceutical compliance and control requirements.
- Email-to-Ticket Automation with XCEED Platform Integration — A custom workflow connecting email intake with the XCEED ticketing platform automatically created structured, accurately categorised ticket records from complex customer emails — eliminating the manual interpretation and data entry steps that had been causing delays and inconsistencies in Dr. Reddy’s customer support operation.
- RAG-Powered AI Response Generation with Historical Data and Templates — Retrieval Augmented Generation technology was deployed to generate draft customer responses grounded in historical interaction data, regulatory guidance, and standardised templates — ensuring that responses were accurate, consistent, and contextually informed without requiring manual composition for every interaction.
- Governed Workflows with Confidence Scoring and Full Audit Trail Visibility — A governance layer incorporating AI confidence scoring, exception routing for low-confidence cases, and comprehensive interaction audit trails ensured that automated processing met the accuracy and traceability standards required by pharmaceutical regulatory frameworks — creating a compliant automation infrastructure.
Our work in action
The Impact
65% Reduction in Manual Processing Effort for Dr. Reddy's Support Team
The automation of email interpretation, ticket creation, and response drafting reduced manual processing effort by 65% — recovering significant support team capacity for the genuinely complex interactions requiring human judgement rather than routine data processing.
2.5x Faster Email-to-Ticket Processing Time Across Pharmaceutical Customer Support
End-to-end workflow automation reduced the average time from email receipt to ticket creation and response drafting by 2.5x — improving response turnaround times for Dr. Reddy’s healthcare provider and distributor customers across India and globally.
50% Improvement in Customer Response Turnaround Time
- Faster processing, standardised response templates, and AI-assisted drafting combined to deliver a 50% improvement in customer response turnaround time — meeting the service standards expected by institutional pharmaceutical customers while maintaining the accuracy and compliance requirements of the regulatory environment.
