Technology Enablement Medical Information Services

Advanced Search Engine for Contents

In the MI workflow, keywords are used to find documents that contain appropriate responses to inquiries. Most database keyword search is based on exact spell matching, and the correct documents may not be retrieved with misspelling or non-matching terminology. Advanced search engines, however, can recognize and correct misspellings and fetch documents that not only match the keyword but also the synonyms. For example, when the specialists search for ingredients, and AI enabled process searches for formulation, excipients, components, and such. This increases efficiency in the workflow by reducing the need to repeat searches with multiple keywords, ultimately delivering the MI response quickly for our patient care decision.

Generative AIs for Response Delivery

Generative AI is a powerful tool and can aid our specialists in generating MI responses, documents, and patient materials. AI scans and reviews large datasets and literature, extracting relevant information in a matter of seconds and summarizing it for specialists or medical writers to evaluate and edit. It also converts documents from one format into another such as adapting external documents to internal templates with translation. AI is consistent with terminology, style, and formatting throughout the document and across the same type of documents and can be trained to adhere to compliance requirements. This significantly reduces the time for specialists and medical writers to research the databases and draft documents from the blank, delivering the necessary information for therapy decisions faster for healthcare providers.

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.