How a Fortune 500 Consumer Health Giant Automated Support in 9 Languages with Voice AI in 60 Days

Company

The world’s largest pure-play consumer health company by revenue, operating in 165+ countries with iconic household brands trusted by 1.2 billion people daily.

Languages

Multilingual support across 9 languages including English and Spanish

Industry

Consumer Health

Channels

Voice AI Agent — DTMF + Conversational AI, integrated with Genesys telephony

Use Cases

Automated ITSM & HR resolution across 9 languages
Microsoft O365 license management via direct API integrations
Secure self-service authentication through real-time ServiceNow verification
MFA and password reset workflows
Contextual agent handoff with AI-generated summaries via SIP transfer

Overview

Spun off from one of the world’s largest healthcare conglomerates, this brand operates in 165+ countries with 20,000+ employees and a portfolio of iconic brands reaching 1.2 billion people daily. With $15B+ in annual revenue, it is the world’s largest pure-play consumer health company by revenue.

To modernize its internal support ecosystem serving a globally distributed workforce, the company deployed a Yellow.ai Voice AI agent across its international regions. By integrating directly into the company’s core IT and HR infrastructure, including ServiceNow, Azure Graph APIs, and Genesys telephony, the voice-first solution now manages thousands of interactions autonomously in 9 languages. Within 60 days of go-live, the company had successfully diverted ~40% of its global call volume from human service desks.

Challenges

Systemic Latency & Support Bottlenecks

Employees across 165+ countries faced significant delays for routine troubleshooting, password resets, license checks, benefits inquiries, due to manual verification and logging processes that weren’t built for a global, always-on workforce.

High Operational Tax on Human Agents

Service desk teams were overwhelmed by repetitive, low-value tasks like user authentication and manual record creation, work that consumed agent hours but required no human judgment.

Global Scalability & Technical Complexity

Supporting a workforce across 9 languages and multiple regions (NA, APAC, EMEA) required a solution capable of intelligent routing based on language preference and region-specific HR policies, not a one-size-fits-all IVR.

Information Silos During Escalation

When calls were escalated to live agents, employees had to repeat their issue from scratch. The lack of context during transfers drove up frustration and Average Handle Time (AHT).

Solution: Voice AI-driven Employee Support via Yellow.ai

1 2 3 4

1

Global Voice Personalization at Scale

Yellow.ai’s engine supports 9 distinct languages, utilizing high-fidelity voices configured via the ElevenLabs TTS engine. Voice profiles were selected through internal employee polling to ensure high user acceptance and a localized, human-like experience, not a generic robotic voice, but one each region chose for itself.

2

Deep Technical Integrations for End-to-End Resolution

The Yellow.ai agent connects to ServiceNow APIs for real-time authentication, Azure Graph APIs for O365 license management, and email-based HR resolution workflows. It triggers form submissions and checks ticket statuses dynamically; resolving issues end-to-end without human intervention.

3

Seamless Telephony & Metadata Exchange

Integrated with Genesys, the Voice AI agent receives employee metadata (ID, phone number) immediately upon call transfer. For unresolved queries, it executes a SIP transfer, passing a brief but precise AI-generated conversation summary to the human agent — so the users never have to repeat themselves when transferred.

4

Automated Lifecycle Documentation

To eliminate administrative overhead, Yellow.ai triggers a post-call API to ServiceNow, automatically creating a comprehensive interaction record for every session — including conversation summary, user details, and an AI-generated title, ensuring zero manual logging.

Time to Go Live

0

days

Across multiple regions

Language Support

0

Global Languages

Contextual Transfers

0

%

Of SIP transfers include AI summaries

Impact

Rapid Reduction in Support Latency

By automating manual verification and routine troubleshooting steps, the company has cleared backlogs and enabled 24/7 immediate support for a workforce spanning 165+ countries.

Human agents no longer spend time on initial data gathering or manual record creation. With Yellow.ai’s transfer logic, agents receive full AI-generated context before the conversation even begins; dramatically reducing Average Handle Time.

Enhanced Agent Productivity

Scalable Licensing & HR Support

The Voice AI agent handles complex workflows including O365 license status checks and region-specific HR document delivery via email; allowing the internal support team to scale globally without increasing headcount.

Yellow.ai’s Voice AI handles real-world variability in call volumes, languages, and regional requirements, ensuring a stable, high-quality experience for a globally distributed workforce operating across time zones.

Operational Resilience