Machine Learning

IQVIA Launches New A.I.-Powered MI Contact Center

IQVIA™ (NYSE:IQV), a global provider of advanced analytics, technology solutions, and clinical research services to the life sciences industry, today 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. This combination of AI-powered agents and human agents creates faster response times and reporting of adverse events or quality concerns. It also allows for rapid scalability to meet surges in demand and efficient 24/7/365 availability. Overall, this new approach will improve the patient and HCP experience and strengthen brand loyalty.

“Adding new digital capabilities to our existing MI services marks a critical point in the industry as companies seek to balance the delivery of unbiased information to meet the needs of HCPs and patients,” said Annette Williams, vice president, IQVIA Lifecycle Safety. “IQVIA’s Medical Information services integrate across our Safety and Quality offerings, equipping clients with the end-to-end technology and services they need to increase trust, loyalty, and efficiencies for their patients.”

IQVIA’s MI Contact Center services are available in more than 170 countries with highly skilled agents responding to inquiries in 50 direct languages.

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