Five Chatty Chatbots in Pharma

Gartner predicts that by 2020, 85 percent of customer interactions will be managed without a human. Chatbots at one time were a buzzword, a depersonalized bandage of a solution for managing 24/7 customer service. But with today’s emerging technologies, chatbots now understand sentiment and emotion. They may not be human, but they have a human voice. Look at Google Assistant. This intelligent system can clearly communicate information, schedule appointments, understand heavy accents and make on-the-spot decisions. In healthcare, the possibilities are endless. Just check out what these companies are doing:

 

1. Sophia – Novo Nordisk

Sophia is available on Norvo Nordisk’s Cornerstones4Care website. She has her own avatar and answers a user’s questions via chat. If she is unsure of the answer, she redirects the user to where to find it. As she continues to interact with humans, her ability to address our needs improves.

2. Maxbot – Teva + Hava Lynx

 

Maxbot, a digital brand ambassador for the DUORESP SPIROMAX Inhaler, utilizes AI to discuss product benefits and usage with patients. By using WhatsApp technology (Facebook Messenger), Teva saved thousands of dollars by working with existing software, rather than developing the code from scratch. Maxbot received two separate awards through the Pharmaceutical Marketing Society Awards in 2018.

3. ANYA – Lupin

 

Available in India, ANYA, answers patient questions and provides them with relevant medical information. ANYA helps patients manage their conditions by having an always ready intelligent answer service to meet their needs.

4. StayWell Voice – StayWell + Merck

 

StayWell voice utilizes a smart speaker or Google assistant. With a natural sounding voice, this chatbot can remind patients to take their medications, educate and encourage adherence, and answer any health-related questions they might have.

5. Ask Clare – Teva + Next IT Healthcare

Clare, an AI patient support bot, was launched by Teva to support patients with MS. Machine learning capabilities allow Clare to improve ongoing dialogue and patient experiences based on prior learnings and data collected. This virtual health assistant helps patients understand treatment options and answers questions with voice, text and images. In 2016 Eye for Pharma awarded Ask Clare & Teva “The Most Valuable HCP or Healthcare Initiative.”

How can your brands use chatbots?

Chatbots and AI are the future. There’s no way around it. Although there may be regulatory concerns about responses and AEs, as with any channel, you simply need to follow your standard reporting protocol. Parameters and guardrails can be put in place to ensure your chatbots are compliant while still maintaining a human-like . Chatbots won’t be a replacement for traditional human-to-human customer service. However, it is a great tool for 24/7 support.

Speak to Hale Advisors to establish guidelines and best practices for your AI and other digital projects.

Note: This article represents the unbiased opinion of the Hale Advisors team and is not representative of current or past clients or affiliation with these projects or campaigns. Imagery is from public sources and is owned by the associated organization.

Tina Niemynski
Tina has over 12 years’ experience in graphic and web design/development and animation and 5 years’ experience in digital strategy. She holds an A.S. in Advertising Design & Graphic Technology from SUNY Ulster, a B.A. in Graphic Design from SUNY College at Oneonta and an M.F.A in Media Design from Full Sail University.

Your email address will not be published. Required fields are marked *