Capturing Qualitative Feedback at Scale.
How Cipla leverages OmniAgent to capture in-depth, real-world patient insights for product innovation at scale
A conversation with
Customer Service
Director
About
Cipla is a global pharmaceutical leader dedicated to providing affordable and innovative medicines for respiratory, cardiovascular, and other critical health needs.
Industry
Pharmaceuticals
Company Size
Enterprise
Headquarters
Mumbai, Maharashtra
Key Features
AI Voice Agents
Multilingual Survey Automation
Qualitative Feedback Capture
Key Features
55%
Survey Completion Rate
Of all patients contacted
06
Languages Supported
English, Hindi, Marathi, Tamil, Gujarati and Kannada
1 Day
Time to Launch
No training or ramp-up required
Challenges
Cipla needed actionable feedback from inhaler users to inform a new product launch. Traditional survey channels like email and SMS saw low response rates, and hiring or outsourcing a call team was costly and slow.
Solutions
Conduct phone surveys in regional languages, capturing rich, qualitative feedback at scale with no minimum commitment or training overhead.
Results
- 55% survey completion rate among contacted patients
Nuanced, qualitative insights captured—beyond what quantitative surveys provide
No need to hire or train staff; AI agents spun up instantly and paused when the project was complete
""OmniAgent enabled us to reach patients in their own language and truly listen. The depth of feedback we received was unlike anything we could have achieved with traditional surveys.""
Director
Customer Experience
The Feedback Challenge
Cipla, a global leader in respiratory health, was preparing to launch a new inhaler and needed real-world feedback from patients who had used their existing products. Traditional survey methods—email and SMS—yielded poor response rates, and hiring or outsourcing a call center was neither cost-effective nor agile enough for their needs.
The best way to reach patients was by phone, but scaling up a team for a short-term project was impractical. Cipla needed a solution that could deliver high engagement and deep insights—without the overhead.
The Solution
Cipla turned to OmniAgent to deploy AI agents capable of conducting outbound phone surveys in six languages. These agents didn’t just ask scripted questions—they engaged patients in conversational interviews, capturing nuanced, qualitative feedback that traditional surveys always miss.
With Oration, Cipla was able to:
Automate patient outreach and feedback collection at scale
Engage patients in their preferred language for higher response rates
Capture rich, descriptive insights to inform product development
Spin up and pause survey campaigns instantly, with no training or minimum commitment
Transformational Results
The impact was immediate and measurable:
55% survey completion rate among all patients contacted
Nuanced, qualitative insights that shaped Cipla’s new inhaler launch
No need to hire or train staff—AI agents were deployed instantly and could be paused or restarted whenever needed
Looking Ahead
With OmniAgent, Cipla is now redefining how it connects with patients, using AI to gather insights that drive innovation and improve patient outcomes. The company is exploring new ways to leverage conversational AI agents for ongoing feedback and engagement across its product lines.
STEP 01
BOOK A DEMO
Schedule a personalised demo to see OmniAgent in action, and discover how our Al voice technology can transform your customer interactions.
STEP 02
CUSTOMISE AI AGENT
We'll work with you to design a custom voice
Al solution that matches your specific business requirements and customer service goals.
STEP 03
PROOF OF CONCEPT
Experience OmniAgent's capabilities firsthand with a focused proof of concept, demonstrating the power of natural conversations in your specific use case.
STEP 04
SEAMLESSLY SCALE
Deploy OmniAgent across your organisation with our enterprise-grade voice Al platform, delivering natural conversations that adapt and improve over time.
Multiply your productivity with Conversational AI
Book a free consultation with our Al customer Success experts to discover how you can deliver efficient, high-quality conversations on every channel.
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