Fluctuating demand for information across markets, portfolios and product lifecycles
Reduce Contact Center Costs While Improving the Customer Experience with Swoop Conversational AI
Proven Results from over 1.3B Patient and HCP Conversations Across 100 Brands
0%
Decrease in Contact Center Volume
0%
Average Reduction in Contact Center Costs
0/5
Standard Customer Satisfaction Score
0M
Typical Duration of Customer Discussion
Customers Require 24/7/365 Access to Medical Information
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
50%
of interactions via our Medical Information Agent occur outside of business hours/weeknights and weekends
69%
of HCPs spend 2hrs+ searching non-branded sites for medical information. Pharma brands are not the authority of the drug they've commercialized
Health literate consumers are now empowered to obtain, understand and use information to form their health decisions — more than one-third of Americans self-diagnose online when they encounter a health problem
However, Challenges Remain
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
Conversational AI Is the New Standard to Engage Patients and Providers and Augment the Mission of Medical Affairs
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
Reimagine Your Customer Experience Grounded in MLR-Approved Virtual 1:1 Interactions
Understands complex natural language inquiries using the industry's only medical-specific training data set and taxonomy
Engages in near-human MLR-compliant conversations from conditions and therapies to availability, coverage
Recognizes and differentiates between on and off-label queries as well as multiple indications
Fully scaleable functionality across the entire product lifecycle, from a single brand to therapeutic area or product portfolio
Leverages a policy engine to triage and trigger escalation to a contact center or medical science liaison
Provides automatic AE/PQC identification and handling and feeds the appropriate system of record
Core Conversations In the Moment of Need
A FEW OF OUR CORE CONVERSATIONS:
Reduce Contact Center Traffic and Costs
Availability of relevant content, programs and tools
On demand access with zero wait
Superior user experience with bona fide resolution
Eliminate Costly Human Interactions
Leverage Real-Time Insights to Drive Customer Intelligence Efforts
Descriptive Analytics
- Session Id or Unique User Id
-
Usage By Date and Time
-
Number of Sessions
-
Conversations Per Session
-
Length of Sessions
-
Number of Engagements
-
Fallback Rate
Conversation Distribution
- Top Topics and Inquiries
-
Intent
-
User Inputs
Content Utilization
Full Transcription, Including Timestamps
Customer Satisfaction Scoring
Conversational AI Creates Value by
Increasing Accessibility and Availability
of on and off-label medical information, programs and support services through a differentiated experience in the moment of need with no wait.
Improving Customer Satisfaction
Through medical education and scientific communications on indications, dosage, administration, efficacy, drug interactions and more.
Decreasing Contact Center Costs
by resolving customer inquiries and automatically detecting adverse events/product quality complaints without the need for human intervention.
Swoop’s Medical Information Has Proven Results
Increased information accessible on demand creates a superior user experience and pronounced customer satisfaction level, thus reducing contact center traffic and costs.
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