Customer Service Automation
Over 40 internal operations teams have accelerated their customer service and triage workflows with Flowbot Forge
Discover their success stories — and see how you can achieve the same.
What you can achieve with us:
Resolve 70% of inquiries instantly with AI-powered self-service
Improve first-contact resolution by 60% using automated workflows and smart routing
Boost customer satisfaction scores by 35% through faster, personalized support
Lower support costs by up to 50% by reducing manual workloads
Shorten average handling times by 65% with AI-assisted agents
Increase customer retention by 20% with proactive service automation
CVS Pharmay: Automating Generic Prescription Switching
We automated and redesigned the experience of switching from name-brand to generic prescriptions across mobile, desktop, and pharmacy operations systems—to help patients save money, improve prescription access, and grow CVS retail pharmacy performance
5.8%
Sales Growth for CVS Pharmacy
How Flowbot Forge Made It Happen
Automated Switching Workflows
Integrated generic substitution directly into mobile, desktop, and pharmacy systems. Patients received proactive suggestions for lower-cost alternatives at checkout or refill.
Transparent Cost Comparisons
Built tools to help customers compare 2+ medications side by side, simplifying decision-making when evaluating therapeutic alternatives
Patient Journey Redesign
Conducted a full journey examination to uncover friction points. Designed an omni-channel experience where patients are informed of prescription savings whether they’re actively looking or not.
Executive Alignment & Design Thinking
Facilitated workshops and design thinking sessions to align executives and cross-functional stakeholders on a multi-product, omni-channel refresh. This accelerated buy-in from teams unfamiliar with user-centered design.
Consistent Brand Experience
Standardized font systems, iconography, and visual language across applications to deliver a unified CVS brand experience from pharmacy counter to mobile app.
Impact Snapshot
$420 saved per customer annually
$75 average savings per prescription
$50 ExtraBucks rewards earned annually per customer
+5.8% Retail Pharmacy sales growth (2018–2019)
+7.3% Pharmacy same-store sales growth (2018–2019)
88.1% generic dispensing rate achieved for key segments
Why This Worked
Automation First: Patients were proactively presented with lower-cost generics without extra steps.
Customer-Centric System Design: Side-by-side medication comparisons removed decision-making barriers.
Executive Alignment: Leadership buy-in ensured smooth execution across pharmacy, digital, and retail.
Brand Consistency: Unified design language reinforced customer confidence across all channels.
Conclusion
By combining automation, design thinking, and omni-channel integration, Flowbot Forge helped CVS Pharmacy drive down prescription costs for patients, grow retail pharmacy sales, and scale generic adoption. The result: higher patient satisfaction, stronger brand loyalty, and measurable financial impact for CVS Health.
Category
Application Development and Process Automation
88%
Prescription repurchase rate
Industry
Insurance
Headquarters
Hartford, Conneticut
Company Size
35,000 employees
Lowe’s Home Improvement Shop By Room Experience
We designed, automated, and launched a first of its kind “Shop By Room” experience on Lowe’s website and mobile app to simplify product discovery, inspire shoppers, and drive revenue growth.
.
$16 Million
In new revenue in the first 2 weeks of launch
How Flowbot Forge Made It Happen
User-Centered Design
Designed the Shop By Room experience by mapping customer behavior, identifying pain points, and curating room-based product collections for easier discovery.
Automation of Content & Recommendations
Built automated recommendation engines that dynamically adjusted product suggestions based on room type, seasonality, and user behavior, ensuring each shopper saw the most relevant products.
Mobile & Web Integration
Ensured seamless experience across Lowe’s.com and mobile app, automatically syncing curated collections and offers across devices.
Rapid Testing & Iteration
Leveraged automated A/B testing and analytics dashboards to refine product placement, calls-to-action, and personalization in real time.
Nationwide Rollout
After proving success in the initial experiment, the platform was scaled across all digital channels and in-store touchpoints, standardizing the Shop By Room experience nationwide.
Impact Snapshot
$16M in incremental revenue within first 2 weeks
Higher conversion rates immediately after launch
Automated product recommendations increased relevance and engagement
Improved user engagement with curated room-based shopping
Nationwide rollout scaled the successful experiment across all channels
Why This Worked
Automation at the Core: Recommendations and personalization ran automatically, reducing manual curation and increasing relevance.
Contextual Shopping: Customers could envision products in their own homes, boosting confidence to purchase.
Rapid Feedback & Optimization: Automated A/B testing allowed quick iteration on user experience.
Scalable Design: Experiment success enabled a nationwide deployment without extra operational burden.
Conclusion
Flowbot Forge helped Lowe’s transform product discovery by designing and automating a Shop By Room experience that drove $16M in incremental revenue, increased conversion rates, and engaged customers with highly relevant recommendations. The successful experiment proved scalable, leading to a nationwide rollout across all digital and in-store channels.
Category
Application Development and Process Automation
67%
Increase in cross-category exploration
Industry
Constuction/ Home Goods
Headquarters
Mooresville, North Carolina
Company Size
300,000 employees
Ready to Stop Hustling and Start Scaling?
Let’s build you a customers service automation machine that doesn’t break under pressure.
Schedule a call. Let’s orchestrate your next-level growth—together.
