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IQVIA has announced it has added new AI-powered technologies to enhance its existing Medical Information (MI) Contact Center services.
Life science companies use IQVIA’s MI Contact Center services to share information about new products and related therapeutic areas as well as monitor product quality and safety. This is done through teams of skilled agents responding directly to inquiries from consumers, patients, and healthcare professionals (HCPs) around the world. These teams also capture information related to adverse events and other product complaints, routing these through the appropriate compliance processes.
IQVIA’s MI Contact Center services now deploy AI-powered virtual agents alongside skilled human agents to triage and respond to inquiries. The combination of AI-powered agents and human agents creates faster response times and reporting of adverse events or quality concerns, IQVIA states. It also “allows for rapid scalability to meet surges in demand and efficient 24/7/365 availability.”