IQVIA will use artificial intelligence (AI) technology to bolster its medical information contact center.
The research services firm announced the plan this month, explaining it has deployed AI-powered “virtual agents” alongside skilled human agents to respond to inquiries received by its medical information contact center.
Annette Williams, vice president, IQVIA Lifecycle Safety, framed the move as a breakthrough for the sector and predicted it would increase customer loyalty.
“Adding new digital capabilities to our existing MI services marks a critical point in the industry as companies seek to balance the delivery of unbiased information to meet the needs of HCPs and patients.
“IQVIA’s Medical Information services integrate across our Safety and Quality offerings, equipping clients with the end-to-end technology and services they need to increase trust, loyalty, and efficiencies for their patients.”
IQVIA’s medical information business is designed to help drug companies share information about new medicines and monitor the safety and quality of existing products on the market.
At present this is done through teams of agents responding directly to inquiries from consumers, patients, and healthcare professionals (HCPs) around the world.
The IQVIA staffers also capture information related to adverse events and other product complaints, routing these through the appropriate compliance processes. The AI system will supplement this work.
The firm said, the “combination of AI-powered agents and human agents creates faster response times and reporting of adverse events or quality concerns. It also allows for rapid scalability to meet surges in demand and efficient 24/7/365 availability.”
News of the investment follows a few months after IQVIA announced a partnership with the Saudi Data and Artificial Intelligence Authority (SDAIA).
According to a press statement issued at the time the agreement aims to develop common ideas and research in the field of data and artificial intelligence.
It also aims to build a center for innovation and knowledge to exchange shared experiences and develop training programs to activate the use of data and AI within the healthcare system and its organizations.
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