MicroGrid’s award-winning journey began with a vision to ‘Redefine Conversational Experiences’, inspired by a personal, life-threatening experience that highlighted the importance of timely communication and support in times of crisis. With this vision in mind, MicroGrid set out to find a solution that could bridge communication gaps in healthcare and beyond through the innovative use of Conversational AI technology.

MicroGrid has come a long way since its inception – from incorporation and ideation, to the creation of a world-class Conversational AI Platform (CAIP) – MicroGrid Intelligent Connect (MIC), implemented in multiple geographies worldwide, redefining conversational experiences in the healthcare sector.

MicroGrid Intelligent Connect (MIC), our flagship Conversational AI platform

Healthcare Industry: Pain Points

There is no end-to-end Healthcare Platform that provides ease-of-access to information & processes, and facilitates conversations. Most Healthcare and Pharma organizations in operation currently have disjointed software systems, and suffer from the lack of a unified platform, which in turn, makes coordination and communication difficult.

• Patients have limited channels of communication, delay in receiving responses related to treatment updates, face disjointed healthcare processes that take up unnecessary time and effort, while experiencing multipoint coordination issues.
• Contact Centers are investment-intensive and face an unavoidable agent onboarding time. They constantly experience an information asymmetry, and more often than not, deliver inconsistent responses. Contact Centers also face issues in integrations with other systems.
• Healthcare Professionals commonly experience a loss of time due to no-show appointments, and likewise, due to mundane administrative processes. Professionals also have a lack of timely notifications for clinical updates and appropriate knowledge, which leads to multiple inconsistencies in treatment procedures.
• The Pharma Industry experiences a lack of timely notifications for drug deliveries, a lack of coordination for Out of Stock items, and a lack of demand to production coordination.

There has been a massive behavioral shift post COVID-19. The pandemic has accelerated the adoption of Digital Transformation, leading to rise in call volumes at customer service, which is being poorly managed (rising Average Handle Time & Abandonment Rate). The economic impact of underperforming customer service departments is even more significant as it costs companies 5X more to attract a new customer than to retain customers.
Similarly, Attrition Rates for Customer Experience (Cx) departments is between 30-40%. Turnover within customer service teams is a leading threat to delivering consistent customer experiences.
It is estimated that it costs 30% of an employee’s salary to hire, train and onboard new agents.

Enter MicroGrid

We have created a full-suite omnichannel CAIP (MIC) using multiple foundational AI technologies and front-end software that enables healthcare professionals to provide patients with personalized care, support, and phenomenal customer experiences. It also equips patients with tools and information at their fingertips to manage their own health. To complement MIC, a full-fledged front-end Digital Health suite has been built completely on Salesforce for MIC to plug into and unleash its full CCAI potentialities.
MIC’s CCAI is fully transactional and voice-capable, empowered to handle complex conversation scenarios with multiple queries & commands within a single conversation. This allows MIC to handle elaborate tasks like appointment scheduling, consent capturing, and adherence & service feedback without the need for contact center agents. MIC is also fully integrated with MedDRA, which allows it to identify & notify Adverse Events to client’s pharmacovigilance team for further handling.

Our product suite for Conversational AI

MicroGrid, with its unique solutioning and integration of various state-of-the-art technologies, has created a truly one-of-a-kind end-to-end Health Journey solution. The lack of such a platform globally has motivated MicroGrid to develop a panacea for the disjointed systems and processes in the Pharma & Healthcare sectors. MIC addresses all the stakeholders’ conversational needs across business processes in their day-to-day activities.

In doing so, MIC is able to completely optimize and reduce dependency on contact center agents by providing human-like, 24/7 availability, and low-maintenance patient support services.

Our Differentiators

“MicroGrid is Personalizing Healthcare with AI” – Entrepreneur Magazine
MIC is completely modular, offering high configurability and low customization. It is also highly integrable with existing client systems, and possesses a superior voice capability and multilingual support.

The implementation is easy to deploy with low lift & shift, providing flexibility in aligning to client’s digital roadmap, along with high SLAs & ease in maintenance.
We meet stringent requirements of Big Pharma, conform to Regulatory Healthcare Requirements, and provide low upfront pricing & short payback periods.

Media mentions, 2023

Conversational AI: The Revolution is Here

Conversational AI in the Healthcare Industry is one of the most influential technologies established so far, which stands to radically change the way patients, payers, and medical care providers interact with each other. Life Sciences and Healthcare organizations are increasingly adopting and investing in AI and Digital Solutions.
We believe we are at the cusp of total revolution in terms of conversationalizing and simplifying the Healthcare Journey entirely. Our deep focus on a single vertical allows us to focus on existing Healthcare clients to offer services across geographies, while continuing to maintain and build strong partnerships with the client and technology providers.

Collectively, the implementations are cost-optimized, have the shortest delivery times, offer world-class security protocols, and are completely flexible and modular to fit an enterprise’s specific needs, with the provision of analytical insights.

What once started as a vision to redefine conversational experiences, is now well poised to revolutionize the industry and create value for every stakeholder involved – The Patient, Provider, & Pharma respectively.