Fluctuating demand for information across markets, portfolios and product lifecycles
USER EXPERIENCE
Website
- Easy to build
- Difficult to navigate
- Hard to find information
- Not always searchable
Click to Chat
- "Ask” instead of search
- Operating hour constraints
- Long wait times
- Script-driven
Chatbot
- Menu or button driven
- Basic Q&A
- Restrictive topics
- Frustrating experience
Conversational AI
Intuitive user experience
Ask questions using natural language
Capable of self-learning and adaptation
Engage in human-like dialogue
Understands complex inquiries using a medical-specific training data set and taxonomy
Engages in near-human MLR-compliant conversations monitored and captured in an system of record
Recognizes and differentiates between on and off-label queries as well as multiple indications
Fully scalable functionality across portfolios, markets and languages 24/7/365, with zero wait
Leverages a policy engine to triage and trigger escalation to a contact center, MSL or field rep
Provides automatic AE/PQC identification and handling and feeds the appropriate system of record
Provide on demand access at the moment of need
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Disease interception and diagnostics
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On/off-label indications and use
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Dosage and efficacy
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Safety and side effects
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Toxicology and interactions
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Clinical studies and pharmacology
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Monitoring and laboratory testing
Triage interactions for escalation to a human
Detect adverse events and product quality complaints
CASE STUDY
Top 5 Pharmaceutical Company Reduces Contact Center Volume by 99% While Increasing Customer Engagement through 160,000+ Virtual Interactions
CASE STUDY
Top 3 Pharmaceutical Company Saves $2.1 Million by Reducing Call Center Volume 97% and Associated Costs 34%
CASE STUDY
Top 15 Pharma Company Lowers Call Center Volume by 46% and Saves $1.9 Million in Annual Affiliated Costs
Descriptive Analytics
- Session Id or Unique User Id
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Usage By Date and Time
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Number of Sessions
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Conversations Per Session
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Length of Sessions
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Number of Engagements
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Fallback Rate
Conversation Distribution
- Top Topics and Inquiries
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Intent
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User Inputs
Content Utilization
Full Transcription, Including Timestamps
Customer Satisfaction Scoring
Support a single brand, therapeutic area or entire portfolio
Define human escalation points, based on needs, comfort Level and resource constraints
Easily handle inquiry volume changes from product launches, new indications, safety issues or recalls
Provide after hours support to improve customer service and minimize compliance risk
Continuously learn from approved content and contact center agent interactions
Seamlessly integrate with all call center, live chat, messaging, med info, CRM, quality, safety and next best action systems
HCPs, patients and consumers expect to find answers to questions at their moment of need with zero wait time
Med Info is now a strategic pillar, not just a regulatory requirement, and must engage customers as such
Health literate consumers are now empowered to obtain, understand and use information to form their health decisions - more than one-third of Americans online self-diagnose when they encounter a health problem
Massive growth in inquiry volume due to more launches, new indications and geographical expansion
Pressure to reduce costs for resources, services and technology due to budget constraints
Increasing Accessibility and Availability
of on and off label medical information, programs and tools through a differentiated experience at the moment of need with zero wait
Improving Customer Satisfaction
through medical education and scientific communications on disease interception, diagnostics, treatments and beyond the pill services
Decreasing Contact Center Costs
by resolving customer inquiries and automatically detecting adverse events/product quality complaints without the need for human intervention
