Reduce Contact Center Costs While Improving the Customer Experience with Swoop Conversational AI

Swoop-med info
 

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

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HCPs, patients and consumers expect to find answers to questions at their moment of need with zero wait time

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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

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However, Challenges Remain

volume

Fluctuating demand for information across markets, portfolios and product lifecycles

demand

Massive growth in inquiry volume due to more launches, new indications and geographical expansion

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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

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Website
  • Easy to build
  • Difficult to navigate
  • Hard to find information
  • Not always searchable

 

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Click to Chat
  • "Ask” instead of search
  • Operating hour constraints
  • Long wait times
  • Script-driven

 

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Chatbot
  • Menu or button driven
  • Basic Q&A
  • Restrictive topics
  • Frustrating experience

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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

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Understands complex natural language inquiries using the industry's only medical-specific training data set and taxonomy

 

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Engages in near-human MLR-compliant conversations from conditions and therapies to availability, coverage

 

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Recognizes and differentiates between on and off-label queries as well as multiple indications

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Fully scaleable functionality across the entire product lifecycle, from a single brand to therapeutic area or product portfolio

 

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Leverages a policy engine to triage and trigger escalation to a contact center or medical science liaison

 

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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

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Availability of relevant content, programs and tools

 

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On demand access with zero wait

 

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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

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.

customer

Improving Customer Satisfaction

Through medical education and scientific communications on indications, dosage, administration, efficacy, drug interactions and more.

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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.

CASE STUDY
Top 5 Pharmaceutical Company Reduces Contact Center Volume by 99% While Increasing Customer Engagement through 160,000+ Virtual Interactions

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CASE STUDY
Top 15 Pharma Company Lowers Call Center Volume by 46% and Saves $1.9 Million in Annual Affiliated Costs

READ NOW

 

Do You Want to Learn More?

Discover how Swoop Conversational AI enables the world's leading pharmaceutical and life sciences companies to elevate the customer experience through AI-driven virtual 1:1, MLR-compliant interactions in the moment of need, while reducing contact center costs.

 

Welcome to The Conversation

Top 15 Pharma Company Lowers Call Center Volume by 46% and Saves $1.9 Million in Annual Affiliated Costs

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