Kiersten Corradetti, Director of Customer Success at conversationHEALTH
I have seen incredible growth in the deployment of conversational agents in a short window of time, particularly this summer and fall. Since COVID-19 has created a “new normal”, there has been an accelerated uptick in the adoption of conversational AI across current customers and those interested in learning more about it. So, why now?
- Meeting your customer’s expectation & cost savings — Today, customers expect 24/7/365 support and access to brands, products and services. Conversational AI provides full coverage of the information you want to deliver to the customer in an automated, scalable and — in this case — compliant way. And by offering conversational AI solutions through text or voice agents, you can provide full-service support at a fraction of the cost of a contact center, MSL or rep, and allow these valuable medical professionals to focus on higher value and more complex work.
- Adapting to the virtualization of our interactions — Thanks to social distancing as a result of COVID-19 and being forced to limit the number of face-to-face interactions, we have all had to embrace technology and the virtualization of interactions. Conversational AI allows life sciences companies to maintain connection with customers and provide them with the information they need, virtually. From a Life Sciences perspective, reps were once able to interact with physicians in office, simply haven’t been able to do so since the beginning of the pandemic. Conversational AI can augment these interactions by providing physicians direct access to product, reps and information without having to meet in person.
- Building for the future — Artificial intelligence is the next revolution in business. It is predicted to evolve more quickly than any other type of technological advance in human history. By investing in artificial intelligence like conversational AI today, you are investing in customer satisfaction today and positioning yourself for success tomorrow. And in the Life Sciences industry, there’s little doubt that conversational AI will be a key driver of digital transformation as customers have adopted a digital-first, digital-fast, always-on mindset — like they have in every other facet of their lives.
Our clients are quickly uncovering how conversational agents are changing their business and consumer behavior, delivering information and resources to the palm of their customer’s hands automatically, compliantly all while generating big savings. Early adoption of the technology is crucial for long-term competitiveness.
Want to know how to deploy conversational agents in 2021? Book a session with one of our conversational AI experts to learn how you can best leverage digital solutions to engage HCPs, patients & consumers.