# REMED Assistance | Remy

- Sector: insurance
- Voice agent: no
- Source: https://www.cbot.ai/case-study/client-story-remed-assistance-remy/

Remy is REMED Assistance's PCR test virtual assistant, built on CBOT Platform. It lets customers request a PCR test appointment, check an appointment date and learn their results in seconds, on the web and WhatsApp, in English and Russian.

## Challenge
REMED Assistance's case managers handle more than 100,000 cases a year, and after Covid-19 the PCR testing process became one of the most-used services. Requesting a test and learning the results was time consuming and unfamiliar for many customers. REMED wanted to simplify this process and deliver the best assistance experience in the most effective and efficient way.

## Solution
REMED partnered with CBOT and built Remy on CBOT Platform: a virtual assistant that helps customers with PCR test appointment requests, appointment inquiries and result information. CBOT took full responsibility for the project and, as a WhatsApp Business Solution Provider, integrated Remy into REMED's WhatsApp account as well as its web page.

## Results
Remy handles the PCR test process in three functions (appointment request, appointment inquiry and result information), each in seconds. It is available on REMED Assistance's web page and WhatsApp account in English and Russian, letting customers reach basic information without searching through menus or waiting in call center queues.