This 2024 case study describes how a large US healthcare and retail organization with thousands of pharmacy locations and clinics, plus insurance and specialty pharmacy services, modernized its contact center experience for 40M+ annual calls. Its legacy IVR had complex menus, low personalization, downtime issues, and forced callers to repeat themselves, driving frustration and abandonment. Brillio implemented a conversational AI “front door” using IBM Watson Assistant deployed on Azure, integrated across voice and digital channels with backend APIs, and added a data and analytics KPI dashboard on GCP (including migration from Hadoop) to drive continuous improvement. Engagement rose to 72% versus 10% on IVR, the bot handled 44.7M calls in 2021 with 66% containment, and the client avoided ab

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