At the 2025 DIA Medical Affairs and Scientific Communications Forum, experts from EVERSANA gave a presentation on the transformative role of AI in enhancing Medical Information (MI) Contact Center operations and its primary objective – to improve customer experience and operational efficiency within the pharmaceutical industry through the integration of AI and advanced automation.
The presentation outlined a comprehensive evaluation of Contact Center as a Service (CCaaS) platforms, emphasizing their impact on productivity, operations and customer experience for both patients and healthcare professionals (HCPs) in a highly regulated environment. The solution includes key functional requirements such as AI-enabled interactive voice response (IVR), multichannel capabilities, customer satisfaction surveys, quality management, real-time sentiment analysis, live translation and accent-softening capabilities.
The integration capabilities of the AI-enhanced contact center include seamless connections with MI databases, customer relationship management (CRM) systems, safety databases and content management systems.
Overall, the presentation underscored the potential of AI to revolutionize customer experience and operational efficiency in the pharmaceutical industry, making it an essential component of modern-day customer engagement strategies.
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Author
Carolyn Quon, PharmD
Vice President, Global Medical Information Strategic Operations & Digital Solutions
Carolyn has nearly two decades of medical information call center, project management and client onboarding experience. Her focus continues to be on Medical Communications with a demonstrated track record of working successfully to support numerous clients in…
Mike currently serves as Senior Vice President of Medical affairs at EVERSANA. With 20+ years of healthcare and pharmaceutical industry experience in multiple leadership roles, he holds extensive experience in medical information, medical communications,…
Varun is a seasoned professional with over a decade of expertise in scientific research and medical communications, spanning both academia and the pharmaceutical industry. His extensive background includes leadership roles in scientific publications and…