GLOBAL AND LOCAL: 15 Elements of a Medical Information Conversational AI Strategy By Richard Marcil and Jessica Naman
The pandemic has significantly accelerated Healthcare Professional (HCP) digital behaviours as well as increased Medical Information engagement. Across the world, Medical Information teams have been developing robust, self-service capabilities to grow capacity, accessibility, and customer satisfaction, while delivering compliant real-time engagement.
Consistent with other industries, conversational Artificial Intelligence (AI) is gaining a strong foothold in life sciences, and particularly in Medical Information. It’s a powerful technology and one that requires global and local planning, as manufacturers seek to deliver consistency, compliance and cost effectiveness across markets, and market-level teams adapt the technology and conversation sets to local stakeholders’ requirements - externally and internally.
teams. Global teams require conversational consistency and compliance across markets, and an easy integration into global content and safety systems. Local teams will require ready adaptation of content into local customerfacing assets - digital and analog - as well as customer validation and Customer Relationship Management (CRM) systems.
In this article, we look at 15 elements of conversational AI strategy that are key to successful scaling global AND local implementations:
Branding should be simple and consistent. Globally, many companies have moved to an AskManufacturer. com model, for simplicity and straightforwardness. Traffic driving will also be essential to growing utilisation, engagement and - ultimately - customer and clinical insights. Local teams will be key to driving visibility and access to these assets, using commercial-like tactics.
2. Promotion and Awareness
1. Customer Experience While seemingly obvious, choose a platform that truly meets the needs & requirements of global and local 12
