Introduction
With consumer health literacy on the rise and healthcare providers relying heavily on digital as the preferred point of interaction over field sales reps, enabling access to medical affairs is more than an FDA recommendation – it’s now a strategic pillar of healthcare and life sciences organizations. Healthcare providers, patients and consumers now expect 24/7/365 access to medical information and an immediate response to medical inquiries. At a minimum, this means intuitive self-service access through a preferred channel, at night or on the weekend with no change in customer experience. However, demand has outpaced the typical current infrastructure – it’s not feasible to hire enough qualified contact center agents locally and globally, or scale across drug portfolios and product lifecycles.
The Challenge
Facing a massive growth in inquiry volume due to more launches, new indications and geographical expansion, a Top 15 Pharmaceutical company sought to digitally transform its medical information program to be more scalable, flexible and cost efficient while driving a superior customer experience and assuring compliance.
The Solution
After a comprehensive search, evaluation and decision-making process, the pharmaceutical company implemented Swoop’s conversational AI Medical Information Agent across multiple brands. The digital-first solution provides healthcare providers, patients, and consumers with the ability to engage in MLR compliant, near-human interactions covering conditions, diagnostics and products, and can automatically detect, trigger and report adverse events and quality complaints.
The Outcome
With tens of thousands of healthcare provider and patient queries answered by conversational AI, contact center volume fell 46%, leading to over $1.9 million in savings. Medical information made available interactively created a superior user experience, resulting in a 4.6/5 customer satisfaction rating.
About the Author
Matt Titus
General Manager, Conversational AI
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Matt Titus oversees the Sales and Customer Success teams, helping exceed customer expectations with the pharmaceutical industry’s leading conversational AI solution. Prior to Swoop, Titus held as the role of Chief Commercial Officer and Co-GM at epocrates, an athenahealth, Inc. company, leading the commercial, sales and marketing operations for the #1 medical resource app for HCPs. A frequent media contributor, Matt has delivered articles for MM&M, Pharma Executive, Pharma’s Almanac, and Authority Magazine. In addition to speaking at numerous conferences and webinars in the healthcare space, Matt was a featured speaker at the 2019 CES Digital Health Summit in Las Vegas, NV and the 2023 Reuters Pharma Customer Engagement Summit in Philadelphia, PA. |