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Medical Information and Communications Conference and Exhibition
SESSION 8: AUTOMATION THROUGH TECHNOLOGY (how chat-bots and machine learning can help us streamline enquiries, increase response speed and maintain quality)
Isabelle C. Widmer, DrMed
- Medical Affairs Consultant
- elytra GmbH, Switzerland
Medical Information Teams provide accurate, fair and balanced scientific materials in response to product-related enquiries from patients and healthcare professionals. Most teams in pharma companies are either being down-sized or remaining stable, however, in the Medical Information sector, teams are faced with unique challenges. As customer facing teams, Medical Information, serves customers, who increasingly expect the same response speed they experience as consumers. In addition, the complexity of the Medical Information role has increased with the launch of products such as CAR-T, gene therapies or bio-similars. Faced with the challenge to provide fast responses to ever more complex enquiries, with stable resources, Medical Information teams evaluating tools to support them. Tools include the implementation of alternative access channels such as chat-bots or using machine learning technologies to support faster response generation and provision. In our round the world session our speakers from Japan and the US will share with us their experiences using machine learning to support the provision of Medical Information as well as the pros and cons of using a Medical Information chat-bot.
Chatbot logs: Is it Good or Bad for patients
- Data Scientist
- Chugai Pharmaceutical Co., Ltd., Japan
Overview of AI powered Medical Information integrated platform that enable superior Cost Leadership, Differentiation, Focus
Sagi Satya, MBA, MSc
- Techsol Corporation, United States
Improving the timeliness and accuracy of Medical Information Inquiries through Machine Learning
Sean Kenny, MBA
- Medical Digital Health and Customer Focus Director
- Biogen, United States