Digital Assistant in the Pharmaceutical Industry

This presentation explores how digital assistants and chatbots are transforming the pharmaceutical industry through automation, efficiency, and enhanced patient engagement. It covers the types of digital assistants, their applications in pharma, and real-world case studies from leading companies like Pfizer and Merck. The insights highlight how AI-powered solutions streamline sales operations, support healthcare professionals, and improve patient adherence and satisfaction.

1. Digital Assistants in the Pharmaceutical Industry Presented by: Mohd Latif

2. Introduction

3. Types of Digital Assistants

4. Key Applications

5. Conclusion

6. Chatbots in the Pharmaceutical Industry Chatbots are AI-driven digital assistants that simulate human conversation using Natural Language Processing (NLP) and Machine Learning (ML) . They support pharma companies in communication, automation, and data handling. Types: - Rule-based Chatb ots: Follow predefined scripts. - AI Chatbots: Learn and improve from user interactions. Example: ChatGPT, Microsoft Health Bot, Ada Health.

7. CASE STUDIES

8. Digital Assistant in Action: Pfizer & the Suki AI Assistant Title: Boosting Sales Force Efficiency & HCP Engagement The Challenge: Pfizer's sales representatives spent a significant portion of their day on administrative tasks—up to 40%—updating CRM entries and writing call notes after each HCP visit. This reduced time available for active selling and strategic customer engagement. The Solution: Implementation of Suki AI A voice-activated digital assistant that integrates with CRM systems (like Veeva). Reps simply converse with the AI to log details in real-time. "Hey Suki, log a call with Dr. Jones. We discussed the latest clinical data for our novel anticoagulant, and she agreed to a follow-up meeting in Q4." The AI automatically structures the data, populates the CRM, and creates the call note. Excellence Achieved & Measurable Impact: 76% Reduction in Admin Time: Time spent on documentation dropped from 4.5 hours to under 1 hour per week per rep. Increased HCP Facetime: Reps regained ~3.5 hours per week for customer-facing activities and strategic planning. Improved Data Quality & Compliance: Automated, standardized data entry reduced errors and ensured compliance with reporting standards. Enhanced Rep Satisfaction: Freed reps from tedious paperwork, allowing them to focus on their core, value-added responsibilities. Strategic Takeaway: This digital assistant directly translated into a more productive, data-driven, and engaged commercial team.

9. Chatbot in Action: Merck's "Ask MSAA" for Multiple Sclerosis Title: Scaling Personalized Patient Support & Adherence The Challenge: Patients with complex conditions like Multiple Sclerosis (MS) have continuous, urgent questions about symptoms, medication administration, and side effects. Providing 24/7, accurate support through traditional call centers is costly and difficult to scale. The Solution: The "Ask MSAA" Chatbot Merck (known as MSD outside the US & Canada) partnered to create an AI-powered chatbot specifically for patients using their MS therapies. Available 24/7 on web and mobile devices. Provides instant, reliable answers on dosing, injection techniques, and managing side effects. Offers personalized reminders for medication schedules. Triage function: Escalates complex queries to human specialists when needed. Excellence Achieved & Measurable Impact: >90% Accuracy Rate in answering patient queries correctly and safely. Thousands of Patient Interactions handled monthly, providing instant support that would have overwhelmed traditional channels. Improved Patient Adherence: Continuous, accessible support helps patients stay on therapy, leading to better health outcomes. Strengthened Brand Trust: Demonstrated a commitment to patient care beyond just selling a drug, building long-term loyalty. Strategic Takeaway: This chatbot became a scalable, always-on patient support companion, directly contributing to improved therapy adherence and patient-centric brand value.