The client

The client is a leading global pharmaceutical manufacturer with operations spanning regulated and emerging markets. Managing a diversified portfolio of APIs and formulations, the organization supports high-stakes customer interactions involving product quality, regulatory documentation, batch traceability, and technical compliance.

With over 20,000 employees and multi-regional operations, the client’s customer service ecosystem plays a critical role in enabling compliant communication between customers, quality teams, regulatory stakeholders, and supply chain operations. Every incoming query carries regulatory implications—making accuracy, traceability, and response consistency non-negotiable across markets and regions

The problem

As customer volumes grew and regulatory scrutiny intensified, the client faced systemic challenges across its email-driven customer support workflows. Manual processes were no longer sustainable, scalable, or compliant.

High Manual Effort in Interpreting Complex Customer Emails

Customer queries arrived as long, unstructured email threads with multiple attachments, requiring significant manual interpretation. Agents had to infer intent, identify missing details, and normalize varied formats—driving inconsistent understanding, higher handling time, and increased error rates.

Incomplete & Inconsistent Ticket Creation

Manual ticket creation led to missing or incorrectly mapped fields, inconsistent categorization, and frequent rework. Poor routing and insufficient context slowed downstream resolution and reduced overall operational efficiency.

Slow Extraction from Technical & Regulatory Documents

Critical documents such as COAs, DMFs, and stability reports required manual review across PDFs and scanned files. This significantly delayed turnaround times while introducing variability and elevated compliance risk.

Non-Standardized, High-Risk Customer Responses

Customer responses varied widely across teams and regions, increasing regulatory exposure and communication inconsistency. Repetitive manual drafting consumed agent time and delayed SLA-driven responses.

Limited Traceability & Scalability

The organization lacked end-to-end visibility into how emails were interpreted, processed, and responded to. Minimal auditability and rising query volumes made manual, headcount-led scaling both costly and unsustainable.

OUR SOLUTION

Worxwide designed and implemented an AI-led Email-to-Ticket Automation & Draft Response System that re-engineered the client’s customer query workflow without disrupting existing platforms. The solution introduced an intelligent automation layer that combined semantic AI, document intelligence, and agentic workflows to deliver speed, accuracy, and governance at scale.

AI-Powered Email Understanding & Classification

Incoming emails were automatically interpreted using semantic AI and contextual understanding.

  • AI classified each query into predefined service categories with high confidence.
  • Intent detection accounted for email threads, attachments, and domain-specific language.

Intelligent Data Extraction from Emails & Attachments

The system extracted structured data across both email bodies and technical documents.

  • Over 46 structured fields—including product, batch, market, document type, and pharmacopeia—were captured automatically.
  • OCR and document intelligence enabled fast parsing of PDFs and scanned reports.

Automated, Standardized Ticket Creation

AI-generated payloads were pushed directly into the internal ticketing platform.

  • Tickets were created with complete field sets, linked documents, and accurate routing.
  • Manual ticket creation effort was eliminated for the majority of cases.

AI-Generated Draft Responses Using RAG & Templates

Worxwide implemented a Retrieval-Augmented Generation (RAG) engine.

  • Historical tickets and approved templates were retrieved using semantic search.
  • GPT-based generation produced context-aware draft responses inside each ticket for quick review and send.

Governed, Observable & Scalable Architecture

Enterprise-grade controls ensured trust and compliance.

  • Confidence scoring, exception routing, and manual review thresholds were embedded.
  • Full audit logs, SLA dashboards, and monitoring ensured operational transparency.

Our work in action

The Impact

Operational Efficiency at Scale

Worxwide automated high-effort query handling across classification, extraction, and ticket creation. This delivered a 65% reduction in manual ticketing effort, minimizing human dependency while improving accuracy and throughput.

Faster, More Consistent Customer Responses

AI-generated draft replies shortened drafting and review cycles, driving a 40–50% faster response turnaround. Standardized, compliant communication reduced rework and improved customer confidence.

Stronger Governance, Accuracy & Future Readiness

The solution established a governed, AI-ready service foundation with 80%+ classification accuracy, full auditability, and 2–3× faster document processing, enabling scale without additional headcount.

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