'Maya', Abbott's AI based personal assistant for its sales force

Abbott, in association with SmartBots AI, has successfully launched an innovative new virtual assistant to support and engage their pan-India sales force - and her name is Maya. As a global healthcare company, Abbott has taken a leadership role in implementing digital solutions across all stakeholders, including patients, doctors and employees, through the adoption of integrated technology solutions.

In early 2018, Abbott became first in the Indian Pharmaceutical Industry to deploy an AI assistant for its field force. Abbott's Pharmaceuticals Division initiated a pilot by getting around 3,000 sales employees to start engaging with Maya for their day to day queries. Maya acts as a personal assistant to the employee, providing sales operations support and keeping them ready for the day, providing access to contextual information at their fingertips. She is their virtual assistant while they are in the field meeting doctors. With Maya handling the nitty-gritties of querying and fetching information from enterprise applications, an employee can focus on the crucial aspects of his role and leave the spadework to Maya.

Moreover, Maya is a BOT with a personality. Developed by SmartBots AI, and powered by Amazon's LeX technology, she uses a voice or chat interface to communicate with employees in simple natural language, and provides them the assistance they need. She acts as a facilitator, helping employees to tap into an enterprise knowledge base (like SalesForce or Tableau) through familiar, easy-to-use communication channels.

The results of this pilot study have been encouraging. Since launch, Maya has addressed close to 12,000 queries. Currently, 32% of the monthly queries raised by Abbott reps are now being answered by Maya with a 74% success rate . Medical representatives can also check their execution parameters, expense reimbursement status, plan for the day and leave balance on Maya leading to increased satisfaction. 69% of the field force rate Maya as helpful.

Having tested Maya's capabilities with the Sales team, Abbott has deployed this virtual assistant to more than 8,000 employees and plans to use the SmartBots AI platform to build bots for several other departments.