Enhanced Quality Control and Analytics
Real-time transcription (speech-to-text) tremendously augments the efficiency and quality of various parts of the MI workflow. AI can analyze real-time conversations to support specialists in locating the relevant documents for response and suggest conversational advice based on the customer's intent and sentiment. Additionally, AI can detect adverse events (AEs) or product quality complaints (PQCs) within a conversation to prompt the specialist to take appropriate action. This ability directly applies to the quality control process, where both verbal and written inquiries are scanned for accuracy, completeness, AE and PQC intake, soft skill, and other specific components, which improves the performance and quality of MI teams.
The transcription is a source document that contains the entire conversation. It is impractical to listen to all calls, but with transcription, we can see all calls and have a much bigger and richer pool of data. This means better representation of the population, reduced biases, and more detailed analysis that could provide valuable insights that could aid business decisions for patient care.