艾昆纬-利用人工智能超越聊天机器人，创新医疗信息产品（英）

White PaperHarnessing AI Beyond Chatbots to Innovate Medical Information Offerings SIMON JOHNS, Director, Medical Information and Marketed Product Safety LOUISE MOLLOY, Associate Director, Medical Information and PharmacovigilanceTable of contentsIntroduction 3Navigating a changing MI landscape 4Leveraging strategic developments and technological advances 4Incorporating data analytics and real-world examples 6Crafting the ideal MI approach 6About the authors 7 iqvia.com | 3As the pharma industry continues to broaden its global reach to ensure widespread access to critical therapies, each facet of drug development — from manufacturing to commercialization to lifecycle management — must evolve and scale to accommodate growing demand. In the aftermath of the COVID-19 pandemic, needs for customers such as patients and healthcare providers (HCPs) are also changing. Many customers are now looking for more diverse service offerings, including self-service by way of digital tools. As they become more proactive in monitoring their health, customers have grown more likely to reach out to medical information (MI) teams, who oversee the handling of questions requiring the provision of information on medications and their safe, efficacious use. As a result, MI teams are navigating more inquiries than ever. While inquiries rise, drug companies are working with ever more limited budgets and staff resources. The task of securing the right level of MI expertise in the right location while maintaining budgets is an ever-present balancing act. MI teams have long served as a touchpoint for patients and HCPs to engage with drug companies, and thus, it is critical to meet this growing demand while continuing to provide an efficient, high-quality experience. To strike this delicate balance, many companies are beginning to leverage technological advancements such as artificial intelligence (AI), ChatGPT, and GenAI to offload repetitive tasks, enhance efficiency, and avoid draining vital human resources.IntroductionMany customers are now looking for more diverse service offerings, including self-service by way of digital tools.4 | Harnessing AI Beyond Chatbots to Innovate Medical Information OfferingsNavigating a changing MI landscape As pharmaceutical companies enable improved global access to their therapies, call centers are being inundated with a growing number of inquiries, and volume is not their only challenge. Globalization has led to inquiries across languages, regulatory jurisdictions, and regions. Furthermore, as oncology products, biologics and cell and gene therapies continue to surge across the industry, MI agents must be able to navigate complex inquiries by staying well-versed in advanced medical processes. These factors require MI agents to have a diverse and adaptable skillset to ensure consistent and accurate responses across a global customer network.As a result of these compounding factors, the cost of acquiring and supporting suitably sk