Every day, life sciences companies respond to numerous medical information inquiries, many of which are of a similar nature or can be addressed simply. However, as we have seen in the news with the Great Resignation and many workers seeking new careers, the number of individuals interested in working in a health information contact center may be declining. When combined with the growing volume of consultations or medical consultations and the expectations of patients for a real-time answer to each question, it becomes a perfect storm, one where life sciences companies choose to leverage human experts in the medical information workflow with automated agents with artificial intelligence to overcome the storm of data and queries.
Conversational AI technology allows companies to streamline systems and reduce the burden on human agents to answer frequently asked questions, allowing them to quickly move on to more complex concerns while providing the support and service expected in a 24 x 7 environment. x 365. The addition of natural language processing (NLP) allows technology to have a high degree of accuracy and consistency in information transcription, regardless of colloquial vocabulary and slang.
However, when researching the conversational AI option, many life sciences companies discover numerous hot questions that need to be answered to ensure that the solution provides the right medical information and high quality customer service.
1. How do you ensure that customer questions are handled appropriately?
The medical information team identifies the most frequently asked questions and provides the correct answers. These responses are programmed into the algorithm for artificial intelligence agents to take advantage, ensuring accuracy and compliance. The agent cannot respond of his own free will. Thus, the answers, based on existing product material and company data, are in line with how a human agent would respond and meet regulatory and safety requirements.
2. What if the question is complex or the technology can’t answer the customer?
Yes, there may be times when the AI-enabled agent is unable to answer a question because it does not have a scheduled answer or the query is complex. In these cases, it will not generate a random response. Rather, you must have a 90% or higher confidence threshold before giving an answer, or you may ask for further clarification if there are lower probability answers, that is, “Looks like you’re asking for XX, right? ”In addition, life sciences companies can program the agent with artificial intelligence to ask if the client received the information they needed or if they would prefer to speak directly with a member of the medical information team to obtain more details.
All information from these interactions is continuously collected and analyzed, allowing the medical information team to further optimize AI algorithms and responses to improve accuracy, response rate, and experience. of the customer. It also seamlessly combines human and AI agent workflows to deliver a powerful customer experience, based on the speed and quality of commitment and self-service.
3. Are agents effective in answering consumers’ health care questions?
The simple answer is yes. Artificial intelligence agents are programmed to answer questions in a specific way depending on how they are asked. For example, healthcare professionals know exactly what information they are looking for, resulting in a highly transactional and informed exchange with an agent. Adverse event monitoring (EA) and product quality control (PQC) are still required.
Patients ask questions while looking for more details about a product or condition. These conversations require more guidance from the AI-enabled agent in the form of additional questions. If a question is not clear, the agent may ask for clarification to make sure that the answers are best suited to the needs of the consumer.
4. If a PS or patient shares an AE, how does the automated agent capture this information and report it accordingly?
Think of an AI-enabled agent as a trained human agent. They are taught to identify EA and product quality issues, regardless of whether the queries are in writing or audio. And NLP is incorporated into algorithms to help interpret unstructured narratives, such as understanding that “hot” or “hot” is used to describe a fever. When these incidents are identified, AI-enabled agents capture additional AE-related details and then send them to the appropriate security team for processing.
5. What if it’s an off-label question?
These inquiries are treated in a similar way to how a human agent would respond and are only available to healthcare professionals. Out-of-label questions from a patient will not be handled by an AI-enabled agent and will be directed to their HCP. Questions are answered realistically using existing materials, so answers cannot be interpreted as solicitation or marketing. The answers are reviewed by the experts in legal, medical, and compliance information of an organization before they are programmed into the algorithm.
6. For global life sciences companies, how are multiple languages supported?
Artificial intelligence agents can be programmed for any language or regulatory setting to support multiple global locations. For deployment in more than one country, the medical information team typically defines a basic set of master English conversations that represent acceptable answers to key questions. Local teams translate these answers into their native language. Changes are only made when necessary to comply with regional regulations on information exchange or dosing measures. These translations are re-approved by a native speaker familiar with the regulatory requirements to ensure accuracy and compliance.
7. Are PSs and patients even open to using automated agents?
Yes, in fact, many HCPs prefer to associate with AI-enabled agents rather than a human representative. During the pandemic, an Accenture 2020 survey found out 87% I would like a fully virtual interaction or a mix of virtual and face-to-face interactions. COVID-19[feminine[feminineis driving a preference for artificial intelligence agents as digital interactions become more common with many people working from home and increasing Internet access around the world. As the quality of these exchanges with AI-enabled agents becomes more detailed and effective, this preference is only expected to be strengthened.
Life sciences companies looking for efficient solutions to increase the capacity and coverage of their medical information equipment will benefit greatly from the addition of AI-enabled agents to their human experts. Technology allows teams to address a larger number of applications and tasks more efficiently, scale more easily, and reduces the challenge of hiring and training additional staff in today’s job market.
That said, while Compatible with AI Agents are a great addition to the medical information team, they are not a substitute for the human agent. It is the hybrid fusion of human and AI-enabled agents that offers the highest quality of customer service and a personalized experience for both HCP and the life sciences company.
About Troy Lase and Richard Marcil
Troy Lase, Associate Director of Strategic Business Planning, IQVIA
Troy Lase has over 19 years of experience in large pharmacies managing global medical and commercial projects in multiple therapeutic areas. Per IQVIA Integrated Global Compliance, Troy is responsible for driving the growth of IQVIA’s security, regulation, quality and business compliance business. This includes establishing and governing strategic initiatives and identifying innovative technology and service solutions that meet customer needs. Troy earned his bachelor’s degree in biomedical sciences and a master’s degree in physical therapy from Grand Valley State University and a master’s degree in business administration from the University of Hartford.
Richard Marcil, Client Director, HEALTH conversation
Richard is a C-level executive with 20 years of brand and business creation in emerging companies and multinational organizations, both in North America and globally. Before HEALTH conversation, Richard led a US strategy agency focused on brand innovation and digital transformation, working with companies such as Salesforce and Alphabet. Deep down, though, Richard is an industry expert. He was a founding executive of Silicon Valley-based biotechnology companies and prior to that held various leadership positions at Johnson & Johnson companies.