A global pharmaceutical company has 9000+ personnel on the field. These sales representatives often meet customers face-to-face, or through a chat. If a customer asks a question, they seek quick, relevant, useful and personalized responses. When customers did not receive such responses, they found it challenging to make the purchase decision, and the customer experience was quickly trending down. Such customer experiences had a significant impact on not just the brand image but the sales figures and long-term profitability.