IQVIA Launches AI-Powered Medical Information Contact Center

Contract research organization IQVIA has launched new AI-powered technology in its 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 to monitor product quality and safety.

This is done by teams of trained agents responding directly to inquiries from consumers, patients and healthcare professionals (HCPs) around the world.

IQVIA’s MI Contact Center services can now utilize AI-powered virtual agents alongside trained human agents to triage and respond to inquiries. This combination of AI-powered agents and human agents speeds up response times and reporting of adverse events or quality issues. It also enables rapid scalability to meet increases in demand and efficient 24/7/365 availability.

Overall, IQVIA expects this new approach to improve the patient and healthcare professional experience and build 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 healthcare professionals and patients,” said Annette Williams, Vice President, IQVIA Lifecycle Safety. “IQVIA’s medical information services integrate with our safety and quality offerings, providing customers with the end-to-end technology and services they need to increase trust, loyalty and efficiency in their patients.”