Global biopharma companies are constantly looking for ways to increase awareness and engage health care professionals (HCPs) seeking medical information. Many see artificial intelligence (AI) as a big part of the solution.
A new global survey of 105 biopharma companies professionals conducted by Informa on behalf of IQVIA found that 58% of life sciences experts believe that advanced AI agents have the potential to deliver a customer experience that is comparable to human experts. They also believe that blending human and AI agents can address rising expectations for 24/7 multichannel access to medical information 365 days a year. At a global level, such access based on human-only support is not only costly, but also increases the risk of inconsistent and poor customer experience. AI-based agents mitigate this risk by providing customers with the information they need at the time of need, whether weekday, weeknight or weekend.
Despite recognizing the benefits that AI can bring, the survey found that many life sciences companies are still moving ahead cautiously—a function of the relative digital maturity of such organizations as well as the underlying need to ensure high accuracy and regulatory compliance.