IQVIA unveils contact center powered by AI


Objective is to provide efficiency for analytics company’s medical information department

IQVIA, a global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry, has added new artificial intelligence (AI)-powered technologies to improve its current Medical Information (MI) Contact Center offerings.

Life science companies use IQVIA’s MI Contact Center services to share information about new products and related therapeutic areas, along with monitoring product quality and safety. This is done via agents responding directly to questions from consumers, patients, and healthcare professionals (HCPs). These respective teams also gather information related to adverse events, directing these through the appropriate compliance processes.

IQVIA’s MI Contact Center services now use AI-powered virtual agents alongside the aforementioned human agents to in order to respond to inquiries. This reportedly results in quicker response times and reporting of adverse events or quality concerns. IQVIA expects that this new method will help improve the patient and HCP experience, while also strengthening brand loyalty.

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