The Dr. Max pharmacy network uses AI to process customer questions and create structured inputs for online communication. This helps the team work with recurring topics more quickly and maintain a consistent style of answers across digital channels.
In a large pharmacy network, the online environment brings many customer questions about products, availability, selection and other purchase-related situations. Dr. Max needed a way to work with these inputs clearly, consistently and with room for expert review.
Customer questions show which topics recur, where people need more information and what type of answer can help them. With a larger volume of communication, these inputs become a valuable source of insight for further content and customer support.
We integrated an AI assistant into the process to help process questions, identify their topic and prepare a structured input for further communication. It can also work with customer activity, summarise important context and suggest the basis for an answer or next step.
The AI output serves as an input that the team can review, adjust and use in online channels. For advisory content, this keeps expert oversight in place while supporting a consistent communication style.
The team has a clearer view of what customers are dealing with, prepares inputs more quickly and works with recurring topics more systematically. AI supports advisory content, shortens the preparation of answers and gives the team more context for further customer communication.
