Join Genpact for in this engaging session that will show you how to empower customer support agents with real-time and multilingual access to critical information, streamlined notetaking, and easier onboarding.
Presented by Genpact
Gen AI-Powered Remote Troubleshooting for Faster, Smarter, and Consistent MedTech Technical Support
June 26th, 2025 12:00 PM – 1:00 PM ET
Gen AI-Powered Remote Troubleshooting for Faster, Smarter, and Consistent MedTech Technical Support
June 26th, 2025 12:00 PM – 1:00 PM ET
MedTech companies develop cutting-edge, complex scientific instruments that require robust after-sales technical support to maintain the instrument’s uptime and ensure patient safety. But delivering a swift, cost-effective service while minimizing field service visits remains a challenge.
Remote troubleshooting is a highly knowledge-intensive process with limited traditional tools to assist technical support agents. Agents rely on their training, experience, and manual searches to diagnose and resolve issues, leading to long case handle times. Low dispatch avoidance increases the need for onsite visits, overburdening Field Service Engineers and delaying resolutions. This dependency results in extended wait times, negatively impacting customer experience and potentially compromising patient safety.
Leading MedTech companies are leveraging generative AI to transform technical service support, making troubleshooting faster and more efficient. This session will explore how applying AI to vast product documentation and expert tribal knowledge gives technical support agents easy, real-time, and multilingual access to critical issue-resolution information. AI can further boost productivity by streamlining notetaking and documentation. And when companies combine AI with human-in-the-loop feedback systems, it helps with continuous model improvement and accuracy.
By embedding gen AI in technical support, companies can accelerate onboarding and ramp-up time for new agents, enhance agent productivity up to 25%, improve dispatch avoidance by up to 20%, increase instrument uptime by up to 10% but more importantly improve customer satisfaction through a logical, repeatable, consistent experience.
This integration marks a new era of AI-assisted MedTech service operations, optimizing efficiency, reducing costs, and redefining service excellence.
Date: June 26th, 2025
Time: 12:00 PM -1:00 PM ET
Location: Online
RSVP now to stay ahead of the curve and uncover what’s next for MedTech in today’s dynamic healthcare landscape.
Meet The Speakers
Reni Thomas, Vice President, Life sciences Data and AI Leader, Genpact
Reni is a healthcare analytics leader with a passion for developing and driving innovative strategies and solutions for various healthcare clients.
Reni has spent more than 15 years working closely with payers, providers, PBMs, pharmaceutical manufacturers, medical devices/distributors and suppliers crafting data driven solutions with the key goal of reducing cost and improving health outcomes for patients.
She has extensive experience in bringing together process, analytics and digital to drive solutions synchronized with the goals of an organization. Areas of expertise include population health management, clinical analytics, patient engagement strategies, employer analytics, revenue cycle management, value based pricing , mail order operations and analytics
Harpreet Singh, Vice President, Data and AI – MedTech, Genpact
Harpreet Singh is a Data and AI Growth Leader at Genpact with 15+ years of experience in Healthcare, Medical Devices, and Life Sciences. He partners with clients to drive data-led transformations that simplify complex business challenges and deliver tangible outcomes.
Harpreet brings deep expertise in interoperability, population health, payment integrity, and interconnected care. He has led large-scale analytics and AI initiatives across North America and APAC, including commercial analytics, sales effectiveness, and value-based care solutions.
He has established Data and AI Centers of Excellence and supports organizations in aligning strategy to execution through data, technology, and innovation. Harpreet also drives strategic alliances to accelerate growth and capability building.
A contributor to The Data Revolution Blog and Illuminating Informatics column of the Journal of AHIMA, he writes on healthcare analytics, informatics, and decision science – helping organizations advance their data and AI maturity and improve outcomes across the enterprise.
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