How Generative AI Delivers Faster, Smarter Remote Troubleshooting in MedTech Technical Support
Generative AI boosts MedTech technical support by providing agents real-time access to expert knowledge, reducing case times and improving accuracy. This leads to faster, smarter service with higher customer satisfaction.
Gen AI-Powered Remote Troubleshooting for Faster, Smarter, and Consistent MedTech Technical Support
Date: June 26th, 2025
Time: 12:00 PM – 1:00 PM ET
Location: Online
MedTech companies produce complex scientific instruments that require reliable after-sales technical support to keep them operational and ensure patient safety. However, providing quick and cost-effective service while reducing onsite visits is a persistent challenge. Remote troubleshooting depends heavily on technical support agents’ knowledge, but traditional tools offer limited assistance. Agents often rely on their training, experience, and manual searches, which can extend case handle times.
Low dispatch avoidance rates increase the demand for field visits, placing extra pressure on Field Service Engineers and delaying problem resolution. These delays can lead to longer wait times, negatively affecting customer satisfaction and potentially risking patient safety.
How Generative AI Improves MedTech Technical Support
Leading MedTech firms are now using generative AI to make technical support faster and more efficient. AI systems analyze extensive product documentation and expert knowledge, giving agents real-time, multilingual access to accurate issue-resolution information. This reduces the time spent searching for answers and improves troubleshooting accuracy.
AI also streamlines administrative tasks like notetaking and documentation, allowing agents to focus more on solving problems. When combined with human-in-the-loop feedback, AI models continuously improve in accuracy and relevance.
Benefits of AI-Enabled Support
- Faster onboarding and ramp-up for new agents
- Up to 25% increase in agent productivity
- Up to 20% improvement in dispatch avoidance
- Up to 10% increase in instrument uptime
- Consistent, repeatable support experiences that boost customer satisfaction
Integrating generative AI into technical support operations helps MedTech companies reduce costs, increase efficiency, and deliver reliable service.
Meet the Speakers
Reni Thomas
Vice President, Life Sciences Data and AI Leader, Genpact
Reni has over 15 years of experience working with healthcare payers, providers, pharmaceutical manufacturers, and MedTech companies. She specializes in developing data-driven solutions that lower costs and improve patient outcomes. Her expertise includes population health management, clinical analytics, patient engagement, and revenue cycle management.
Harpreet Singh
Vice President, Data and AI – MedTech, Genpact
Harpreet brings more than 15 years of experience in healthcare, medical devices, and life sciences. He leads data-driven transformations that simplify complex business problems and deliver measurable results. Harpreet has extensive knowledge in interoperability, population health, and value-based care, and has led large-scale AI initiatives across North America and APAC.
Reserve your spot for this session to learn how AI can make your technical support faster, smarter, and more consistent.
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