Should You Build or Buy a Conversational Agent?

Julie Delisle, HCP & Patient Specialist at conversationHEALTH

Though building a chat platform internally might seem attractive, it can drain resources and will likely exceed anticipated timelines. Here’s what to consider when deciding which option is best for your organization and how an experienced SaaS company can help.1. What are you looking to accomplish?

The first step is to define your goals — whether it’s to engage users, gather insights on real patient needs, expand reach or improve usability. In all cases, creating a seamless user experience is key. Designed by doctors, conversationHEALTH leverages life sciences-specific jargon, enabling 97% accuracy when answering patient inquiries — this means patients are more likely to connect repeatedly with your products.

2. Don’t underestimate your teams’ involvement.

Customers will undoubtedly engage your conversational agents at scale, which will increase pressures across teams and may mean having to hire. Be realistic when assessing the resources, time, and energy required to build a conversational agent.

3. Build to your industry requirements.

The majority of conversational platforms are industry agnostic, however, life sciences has significant compliance, medical, legal and regulatory requirements by audience type and market. This creates a learning curve and means more people will have to get involved. For instance, consider how adverse events will be recognized and escalated, or how time-sensitive information will be communicated to appropriate teams accurately.

4. How will you chatbot be integrated into the organization?

A conversational agent should be smartly integrated into sales and marketing. Data gathered from a chatbot can be used at the individual-level for ongoing personalization as well as to re-inform a go-to-market strategy. This primary data, which is captured in real time, must be managed correctly to be valuable.

5. What about scalability?

Fundamentally, life sciences companies core competencies are in product discovery, development and delivery — not software development or technology optimization. As such, build-your-own platforms may be helpful for internally-facing MVPs (minimally viable products) but not for externally-facing proof-of-concept work.

Buying a platform over building, and working with a partner who can help at scale is not only more economical but also leads to better results.

Book a session with one of our conversational AI experts to learn how to leverage digital solutions to engage HCPs and patients.




The conversationHEALTH SaaS platform is purpose-built for the life sciences industry to engage with patients, consumers and healthcare professionals 24/7/365.

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The conversationHEALTH SaaS platform is purpose-built for the life sciences industry to engage with patients, consumers and healthcare professionals 24/7/365.

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