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Company: IQVIA, Durham, NC
Nomination Submitted by: 10Fold
Company Description: IQVIA is a leading global provider of advanced analytics, technology solutions and contract research services to the life sciences industry. IQVIA applies human data science to enable companies to reimagine and develop new approaches to clinical development and commercialization, speed innovation and accelerate improvements in healthcare outcomes.
Nomination Category: New Product & Service Categories - Content
Nomination Sub Category: Health & Medical Information Solution
 Nomination Title: IQVIA Medical Information Service Suite
- Which will you submit for your nomination in this category, a video of up to five (5) minutes in length about the nominated new or new-version product or service, OR written answers to the questions for this category? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video.
- If you are providing written answers for your submission, you must provide an answer to this first question: If this is a brand-new product, state the date on which it was released. If this is a new version of an existing product, state the date on which the update was released:
The IQVIA Medical Information Service Suite, incorporating the conversationHEALTH AI platform, was most recently updated on 9/10/2021.
- If you are providing written answers for your submission, you must provide an answer to this second question: Describe the features, functions, and benefits of the nominated product or service (up to 350 words):
Total 292 words used.
IQVIA Medical Information has truly re-engineered the way we think about, and support, ever-changing customer requirements, providing a best-in-industry solution to enable life science companies to successfully handle current and future demands.
As the first conversational AI platform built specifically for life science companies, the IQVIA Medical Information Service Suite provides AI-based human-like customer service experiences that significantly increase access and satisfaction, brand loyalty and company reputation. Powered by conversationHEALTH’s conversational AI technology, this combines human experts with AI-enabled agents to meet the informational needs of companies, healthcare professionals and patients around the globe. This is driven by always-on availability, scalability and flexibility, which is critical as life science companies continue to launch life-changing therapies that require real time support that vastly enhances customer interactions.
In today’s digital-first world, customers want answers on their schedule and not just within ‘normal’ business operating hours. Simple chatbots, often used in other industries, fail to help due to the breadth and complexity of medical language and questions, which static, automated responses cannot adequately handle. The IQVIA solution uses fully integrated AI to power natural, human-like conversations and deliver a 90%+ first resolution rate.
Purpose-built conversational AI and natural language processing (NLP) technologies combined with medically trained taxonomies deliver excellent customer access and experiences, while ensuring unsurpassed compliance irrespective of time of day, geography or language. Importantly, this technology fully complements the human agents, freeing them to handle more complex inquiries in a way a physician or patient would expect. Additional technologies and deep process integrations deliver seamless customer experience.
The unique benefits of the IQVIA Medical Information Service Suite are further enhanced by the capability to identify, intake and report adverse events and product quality complaints in near real-time, providing substantial efficiency and quality gains.
- If you are providing written answers for your submission, you must provide an answer to this third question: Outline the market performance, critical reception, and customer satisfaction with the product or service to date. State monetary or unit sales figures to date, if possible, and how they compare to expectations or past performance. Provide links to laudatory product or service reviews. Include some customer testimonials, if applicable (up to 350 words):
Total 323 words used.
IQVIA’s Medical Information Service Suite stands out for its first-in-class hybrid approach to managing medical information requests for life science companies. With more than 40% of medical information questions now received outside of standard operating hours, such an approach is needed to meet ever-changing customer needs. The IQVIA solution allows companies to effectively and efficiently scale customer engagement to more products, channels, languages and geographies than ever before. The recent rise in requests during the pandemic is just one example of where this could assist in answering much larger volumes of queries from health professionals and patients alike. AI-enabled agents can automatically answer questions rather than the MI teams spending hours manually responding, or “callers” waiting for available experts.
Traditional, human-only approaches have been pushed to the limits during the pandemic, with life science companies dealing with major challenges such as inquiry backlogs as well as pressure from regulators to remain compliant. The IQVIA solution delivers a “double win”, i.e. better customer engagement and satisfaction, and greater operational efficiency. It automates the detection of adverse events and product quality complaints, resulting in significant time savings as well as earlier detection of soft signals so that companies can take appropriate immediate action and to ensure compliance.
As upwards of 87% of healthcare professionals acording to a 2020 Accenture study now seek either all-virtual or a mix of virtual and in-person interactions, even in a post-COVID world. The IQVIA Medical Information Service Suite provides a fuller, richer medical information experience for healthcare professionals and patients alike. The conversational AI-enabled agents provide a unique, human-like quality experience, assisting more than 4,500 safety and medical information professionals around the globe today.
In the evolution of the medical information field, there is a need to provide intelligence-powered solutions and the IQVIA Medical Information Service Suite stands out in terms of its ground-breaking hybrid approach of fusing technology with human agents to provide a superior customer experience.
- You have the option to answer this final question: Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 25 words used.
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