Fluctuating demand for information across markets, portfolios and product lifecycles
Reduce Contact Center Costs While Improving the Customer Experience with Swoop Conversational AI
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 self-diagnose online 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
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 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
Availability of relevant content, programs and tools
On demand access with zero wait
Superior user experience with bona fide resolution
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.
