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class="Widget-module_outer__PBh8P HorizontalRule-module_outer__3UqSE"><div id="inner" style="border-radius:0px 0px 0px 0px;width:100%"><hr style="border-top-style:solid;border-top-width:3px;border-top-color:#a31f29"/></div></div><div id="outer" data-widget="heading-widget" style="background-color:transparent;padding:0px 24px 16px 24px;text-align:left;font-size:100%;line-height:1.3;letter-spacing:0" class="Widget-module_outer__PBh8P Heading-module_container__uHf-4"><div id="inner" style="border-radius:0px 0px 0px 0px;width:100%"><h2><span style="font-family:"Roboto Slab"" class="__bold">The role of AI in patient support</span></h2></div></div><div id="outer" data-widget="paragraph-widget" style="background-color:transparent;padding:0px 24px 8px 24px;text-align:left;font-size:100%;line-height:1.3;letter-spacing:0" class="Widget-module_outer__PBh8P Paragraph-module_container__-DJUN"><div id="inner" style="border-radius:0px 0px 0px 0px;width:100%;column-count:1"><p><span class="__bold">Rajul Jain from ProPharma considers how AI can be used in patient support, especially considering how it can be used to streamline operations and supplement human expertise</span></p></div></div><div id="outer" data-widget="image-widget" style="background-color:transparent;padding:8px 24px 16px 24px;min-height:auto" class="Widget-module_outer__PBh8P"><div id="inner" class="Image-module_container__8raIv Image-module_container-noflex__-J1PG" style="border-radius:0px 0px 0px 0px;width:100%;min-height:auto"><picture class="Image-module_picture__gw1zY Image-module_loading__FfyPr"><source type="image/jpeg" srcSet="https://cdn.magloft.com/pdf-import/1085/images/img_16-4.jpg?optimizer=image&width=192 192w,https://cdn.magloft.com/pdf-import/1085/images/img_16-4.jpg?optimizer=image&width=384 384w,https://cdn.magloft.com/pdf-import/1085/images/img_16-4.jpg?optimizer=image&width=768 768w,https://cdn.magloft.com/pdf-import/1085/images/img_16-4.jpg?optimizer=image&width=1536 1536w" sizes="(min-width: 768px) 768px, 100vw"/><img src="https://cdn.magloft.com/pdf-import/1085/images/img_16-4.jpg?optimizer=image&width=768" srcSet="https://cdn.magloft.com/pdf-import/1085/images/img_16-4.jpg?optimizer=image&width=192 192w,https://cdn.magloft.com/pdf-import/1085/images/img_16-4.jpg?optimizer=image&width=384 384w,https://cdn.magloft.com/pdf-import/1085/images/img_16-4.jpg?optimizer=image&width=768 768w,https://cdn.magloft.com/pdf-import/1085/images/img_16-4.jpg?optimizer=image&width=1536 1536w" sizes="(min-width: 768px) 768px, 100vw" class="Image-module_image__w4slc" width="100%" height="425" decoding="async" alt="Image" style="height:auto;width:100%"/></picture></div></div><div id="outer" data-widget="heading-widget" style="background-color:transparent;padding:0px 24px 16px 24px;text-align:left;font-size:100%;line-height:1.3;letter-spacing:0" class="Widget-module_outer__PBh8P Heading-module_container__uHf-4"><div id="inner" style="border-radius:0px 0px 0px 0px;width:100%"><h3><span class="__italic"><span class="__bold" style="color:rgb(38,37,35)">Pharmafocus: What is AI’s current use in patient support, and how could this be improved? </span></span></h3></div></div><div id="outer" data-widget="paragraph-widget" style="background-color:transparent;padding:0px 24px 8px 24px;text-align:left;font-size:100%;line-height:1.3;letter-spacing:0" class="Widget-module_outer__PBh8P Paragraph-module_container__-DJUN"><div id="inner" style="border-radius:0px 0px 0px 0px;width:100%;column-count:1"><p><span class="__bold" style="color:rgb(38,37,35)">Rajul Jain (RJ): </span>Most industries now provide customers with 24/7 access and support to their products and services. With this trend, patients, their caregivers and healthcare professionals naturally expect that the pharmaceutical industry’s patient support should be available 24/7 as well. All the information can be provided on the websites as with most industries, but medical information is complex and requires a high level of reading proficiency and scientific knowledge. To truly support patients with enhanced quality of care, a medium that can disseminate understandable and engaging information is necessary. This is where artificial intelligence (AI) plays a crucial role with its natural language processing capabilities. AI can analyse a patient’s intent, conversational style, sentiment and many details during the interaction to help them find the answers in a patient-specific way. AI transcription, translation and voice generation enable us to provide 24/7 services to patients in both written and verbal interactions.</p></div></div><div id="outer" data-widget="paragraph-widget" style="background-color:transparent;padding:0px 24px 8px 24px;text-align:left;font-size:100%;line-height:1.3;letter-spacing:0" class="Widget-module_outer__PBh8P Paragraph-module_container__-DJUN"><div id="inner" style="border-radius:0px 0px 0px 0px;width:100%;column-count:1"><p>AI’s role in 24/7 patient support is tremendously helpful to operations, too. It reduces the need for out-of-hour or extended shift assignments, which gives a team a better work-life balance. Although it is the best practice to have native speaker specialists interact with patients, AI translations enable patient support in more languages and countries, especially in small markets in the past that did not have many opportunities. AI translations also allow non-native speaker specialists to assist other languages or regions when there is an unexpected increase in support volumes. AI handling common and simpler inquiries alleviates our specialists from repetitive tasks and engages in more complex information handling and personal developments. AI’s data also provides us with insights that could improve ways of working and knowledge sharing to further enhance patient support. It is important to strengthen data privacy and security, correct biases and errors and actively engage in the safe use and regulations of AI to continuously monitor and improve for AI use in patient support.</p></div></div><div id="outer" data-widget="heading-widget" style="background-color:transparent;padding:0px 24px 16px 24px;text-align:left;font-size:100%;line-height:1.3;letter-spacing:0" class="Widget-module_outer__PBh8P Heading-module_container__uHf-4"><div id="inner" style="border-radius:0px 0px 0px 0px;width:100%"><h3><span class="__italic"><span class="__bold" style="color:rgb(38,37,35)">Pharmafocus: In what ways can AI support human expertise, especially in terms of specialised medical fields? </span></span></h3></div></div><div id="outer" data-widget="paragraph-widget" style="background-color:transparent;padding:0px 24px 8px 24px;text-align:left;font-size:100%;line-height:1.3;letter-spacing:0" class="Widget-module_outer__PBh8P Paragraph-module_container__-DJUN"><div id="inner" style="border-radius:0px 0px 0px 0px;width:100%;column-count:1"><p><span class="__bold" style="color:rgb(38,37,35)">RJ: </span>In every level of therapy development and patient care, subject matter experts must go through vast amounts of scientific and clinical documents for their specific tasks such as designing studies or responding to inquiries. Specialised fields, like oncology and rare diseases, have very complex mechanisms for how drugs work and how to interpret clinical data from studies and publications. AI, which can process massive amounts of data quickly, can immensely help subject matter experts or specialists by finding the needed information in a short time frame to perform their work. AI can also support increasing the quality of the deliverables and operational excellence. For example, in medical information or patient support contact centres, AI can transcribe real-time conversations for many purposes. The transcription can be used as a source of documentation, capturing the details of patient inquiries and responses that can be further used for quality control and analytics for intents, sentiments and insights. While it’s not possible to listen to all calls in the contact centres, transcription enables the ability to ‘see’ all calls, increasing the pool of data for review. In the contact centres, the specialists use keywords to search for documents that could support patients, and most databases are designed for exact spelling matches. With AI power, the specialist does not have to go back and forth on different keywords, because AI can recognise misspelling and synonyms to efficiently search all relevant documents at once. AI can also generate a summary or draft to respond to patient support inquiries for specialists to review and edit rather than creating a response from blank.</p></div></div><div id="outer" data-widget="paragraph-widget" style="background-color:transparent;padding:0px 24px 8px 24px;text-align:left;font-size:100%;line-height:1.3;letter-spacing:0" class="Widget-module_outer__PBh8P Paragraph-module_container__-DJUN"><div id="inner" style="border-radius:0px 0px 0px 0px;width:100%;column-count:1"><p>Ultimately, specialists and subject matter experts who are highly experienced in therapeutic areas and products are relied upon to determine if the information is accurate and complete to convey to patients and healthcare professionals. They will continuously work with AI to ensure that AI is compliant with standards for unbiased scientific exchange.</p></div></div><div id="outer" data-widget="heading-widget" style="background-color:transparent;padding:0px 24px 16px 24px;text-align:left;font-size:100%;line-height:1.3;letter-spacing:0" class="Widget-module_outer__PBh8P Heading-module_container__uHf-4"><div id="inner" style="border-radius:0px 0px 0px 0px;width:100%"><h3><span class="__italic"><span class="__bold" style="color:rgb(38,37,35)">Pharmafocus: Can AI streamline operations in pharma companies effectively? </span></span></h3></div></div><div id="outer" data-widget="paragraph-widget" style="background-color:transparent;padding:0px 24px 8px 24px;text-align:left;font-size:100%;line-height:1.3;letter-spacing:0" class="Widget-module_outer__PBh8P Paragraph-module_container__-DJUN"><div id="inner" style="border-radius:0px 0px 0px 0px;width:100%;column-count:1"><p><span class="__bold" style="color:rgb(38,37,35)">RJ: </span>AI has been a crucial component of operational and business roadmaps for years. AI helps teams to be more efficient, productive and creative to better serve patients. The goal is to deliver information faster by analysing customers’ emotions and intents in real time using private data-secured language AI models.</p></div></div><div id="outer" data-widget="paragraph-widget" style="background-color:transparent;padding:0px 24px 8px 24px;text-align:left;font-size:100%;line-height:1.3;letter-spacing:0" class="Widget-module_outer__PBh8P Paragraph-module_container__-DJUN"><div id="inner" style="border-radius:0px 0px 0px 0px;width:100%;column-count:1"><p>Implementation of AI tech in the quality control process, especially catching a possible missed adverse event or product quality events, would give us crucial benefits in compliance with patients’ well-being and regulatory requirements. Leveraging AI content creation ability assists specialists and medical writers in drafting study documents or responding to complicated medical inquiries. What could have taken hours for writers to draft, are now expected to be initiated by AI in minutes for writers to review and complete. As mentioned earlier, AI’s data also provides insights that could improve working and knowledge sharing to further enhance patient support.</p></div></div><div id="outer" data-widget="heading-widget" style="background-color:transparent;padding:0px 24px 16px 24px;text-align:left;font-size:100%;line-height:1.3;letter-spacing:0" class="Widget-module_outer__PBh8P Heading-module_container__uHf-4"><div id="inner" style="border-radius:0px 0px 0px 0px;width:100%"><h3><span class="__italic"><span class="__bold" style="color:rgb(38,37,35)">Pharmafocus: How do patients benefit from the use of AI compared to actual human interaction? </span></span></h3></div></div><div id="outer" data-widget="paragraph-widget" style="background-color:transparent;padding:0px 24px 8px 24px;text-align:left;font-size:100%;line-height:1.3;letter-spacing:0" class="Widget-module_outer__PBh8P Paragraph-module_container__-DJUN"><div id="inner" style="border-radius:0px 0px 0px 0px;width:100%;column-count:1"><p><span class="__bold" style="color:rgb(38,37,35)">RJ: </span>The use of AI enables the pharmaceutical industry to offer new channels for patient support that were not available in the past such as voice or written chatbots that are available 24/7. AI translation is another breakthrough, which has opened opportunities to support more countries and languages. While patient support centres may have a team of native speakers, having AI transcription and translation technologies enable companies to connect with more patients worldwide to support their healthcare needs.</p></div></div><div id="outer" data-widget="paragraph-widget" style="background-color:transparent;padding:0px 24px 8px 24px;text-align:left;font-size:100%;line-height:1.3;letter-spacing:0" class="Widget-module_outer__PBh8P Paragraph-module_container__-DJUN"><div id="inner" style="border-radius:0px 0px 0px 0px;width:100%;column-count:1"><p>Human interaction is a more powerful and meaningful way to connect with patients; therefore, it is important to place a higher focus on leveraging AI internally to enhance communications with patients. Transcription can ensure that critical information is captured while minimising the risk of misinterpretation or omission.</p></div></div><div id="outer" data-widget="paragraph-widget" style="background-color:transparent;padding:0px 24px 8px 24px;text-align:left;font-size:100%;line-height:1.3;letter-spacing:0" class="Widget-module_outer__PBh8P Paragraph-module_container__-DJUN"><div id="inner" style="border-radius:0px 0px 0px 0px;width:100%;column-count:1"><p>AI-enabled search engines or writing tools can shortenthedeliveryofdocumentsandresponsesthatare important for patient care. AI-assisted quality control processes and analytics give insights into the patient’s needs that would enhance patient care efforts.</p></div></div><div id="outer" data-widget="heading-widget" style="background-color:transparent;padding:0px 24px 16px 24px;text-align:left;font-size:100%;line-height:1.3;letter-spacing:0" class="Widget-module_outer__PBh8P Heading-module_container__uHf-4"><div id="inner" style="border-radius:0px 0px 0px 0px;width:100%"><h3><span class="__italic"><span class="__bold" style="color:rgb(38,37,35)">Pharmafocus: Where do you see AI’s impact having the largest affect in the industry within the next five years? </span></span></h3></div></div><div id="outer" data-widget="paragraph-widget" style="background-color:transparent;padding:0px 24px 8px 24px;text-align:left;font-size:100%;line-height:1.3;letter-spacing:0" class="Widget-module_outer__PBh8P Paragraph-module_container__-DJUN"><div id="inner" style="border-radius:0px 0px 0px 0px;width:100%;column-count:1"><p><span class="__bold" style="color:rgb(38,37,35)">RJ: </span>AI is changing most industries, and it will become a prevalent part of patient support, such as 24/7 virtual assistants that can drive patient-centric conversations. In the pharmaceutical industry, the drug or device development life cycle is complex, and the industry has many areas that could use AI. AI use within each area will be unique to meet its core function. Medical information departments and patient support contact centres can leverage AI’s ability to efficiently find information for specialists, helping patients and healthcare professionals make therapy decisions. Intent and sentiment analysis can also be used to assess how the team can better assist patients, with more personalised care plans that could improve the safety and health outcomes of patients.</p></div></div><div id="outer" data-widget="paragraph-widget" style="background-color:transparent;padding:0px 24px 8px 24px;text-align:left;font-size:100%;line-height:1.3;letter-spacing:0" class="Widget-module_outer__PBh8P Paragraph-module_container__-DJUN"><div id="inner" style="border-radius:0px 0px 0px 0px;width:100%;column-count:1"><p>Innovation in the pharmaceutical industry is an ongoing effort, but AI will introduce a new level of capability in analysis and generation. Ultimately, AI will elevate the quality of patient care and new standards for excellence in patient support.</p></div></div><div id="outer" data-widget="container-widget" style="background-color:transparent;padding:16px 0px 0px 0px;min-height:auto" class="Widget-module_outer__PBh8P Container-module_outer__Ae8eB"><div id="inner" style="border-radius:0px 0px 0px 0px;width:100%"><div id="outer" data-widget="horizontal-rule-widget" style="background-color:transparent;padding:0px 0px 8px 0px" class="Widget-module_outer__PBh8P HorizontalRule-module_outer__3UqSE"><div id="inner" style="border-radius:0px 0px 0px 0px;width:100%"><hr style="border-top-style:solid;border-top-width:3px;border-top-color:#f8831e"/></div></div><div id="outer" data-widget="columns-widget" style="background-color:transparent;padding:0px 0px 0px 0px" class="Widget-module_outer__PBh8P"><div id="inner" class="Columns-module_inner__KeVpm Columns-module_collapse-phone__abOHb" style="border-radius:0px 0px 0px 0px;width:100%"><div class="Columns-module_column__hw-5a" style="margin:0px 10px;flex:3"><div id="outer" data-widget="column-widget" style="background-color:transparent;padding:0px 0px 0px 0px" class="Widget-module_outer__PBh8P Column-module_outer__vEJ6X"><div id="inner" style="border-radius:0px 0px 0px 0px;width:100%"><div id="outer" data-widget="image-widget" style="background-color:transparent;padding:8px 0px 16px 0px;min-height:auto" class="Widget-module_outer__PBh8P"><div id="inner" class="Image-module_container__8raIv Image-module_container-noflex__-J1PG" style="border-radius:0px 0px 0px 0px;width:100%;min-height:auto"><div aria-owns="rmiz-modal-" data-rmiz=""><div data-rmiz-content="not-found" style="visibility:visible"><picture class="Image-module_picture__gw1zY Image-module_loading__FfyPr"><source type="image/jpeg" srcSet="https://cdn.magloft.com/pdf-import/1085/images/img_17-1.jpg?optimizer=image&width=192 192w,https://cdn.magloft.com/pdf-import/1085/images/img_17-1.jpg?optimizer=image&width=384 384w,https://cdn.magloft.com/pdf-import/1085/images/img_17-1.jpg?optimizer=image&width=768 768w,https://cdn.magloft.com/pdf-import/1085/images/img_17-1.jpg?optimizer=image&width=1536 1536w" sizes="(min-width: 768px) 768px, 100vw"/><img src="https://cdn.magloft.com/pdf-import/1085/images/img_17-1.jpg?optimizer=image&width=768" srcSet="https://cdn.magloft.com/pdf-import/1085/images/img_17-1.jpg?optimizer=image&width=192 192w,https://cdn.magloft.com/pdf-import/1085/images/img_17-1.jpg?optimizer=image&width=384 384w,https://cdn.magloft.com/pdf-import/1085/images/img_17-1.jpg?optimizer=image&width=768 768w,https://cdn.magloft.com/pdf-import/1085/images/img_17-1.jpg?optimizer=image&width=1536 1536w" sizes="(min-width: 768px) 768px, 100vw" class="Image-module_image__w4slc" width="100%" height="749" decoding="async" alt="Image" style="height:auto;width:100%"/></picture></div></div></div></div></div></div></div><div class="Columns-module_column__hw-5a" style="margin:0px 10px;flex:9"><div id="outer" data-widget="column-widget" style="background-color:transparent;padding:0px 0px 0px 0px" class="Widget-module_outer__PBh8P Column-module_outer__vEJ6X"><div id="inner" style="border-radius:0px 0px 0px 0px;width:100%"><div id="outer" data-widget="paragraph-widget" style="background-color:transparent;padding:8px 16px 16px 0px;text-align:left;font-size:100%;line-height:1.5;letter-spacing:0" class="Widget-module_outer__PBh8P Paragraph-module_container__-DJUN"><div id="inner" style="border-radius:0px 0px 0px 0px;width:100%;column-count:1"><p><span class="__bold">Rajul Jain</span> has over 19 years of international experience in medical information (MI), pharmacovigilance (PV), technology and programme management. With an extensive educational background including an MBA, Engineering degree, PMP, Medical Affairs Competency Certificate (ACMA) and various other healthcare certifications, she brings a wealth of knowledge to her roles. She is currently a president of Medical Information at <span class="__bold">ProPharma</span> with responsibility for oversight and expansion of global contact centre operations. Prior to this, she managed all of the MI programmes for IQVIA and technology and automation solutions for MI/PV programmes. 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and supplement human expertise","image":"https://cdn.magloft.com/pdf-import/1085/images/img_16-4.jpg","cover":"https://cdn.magloft.com/publication-14882/screenshots/articles/260494.jpg?ts=1721297521","date":1721257200000,"unlockType":"free","categories":[],"pdfPageId":"XhTGFawmzDyk","visible":true,"showOnToc":true,"bookmark":false,"position":33,"publicationId":14882,"pwaOptinId":null,"seoDescription":"Rajul jain from propharma considers how ai can be used in patient support, especially considering how it can be used to streamline operations and supplemen","classificationIds":[],"pwaSubscriptionIds":[],"source":"typeloft2","trending":false,"html":"\u003cpage-widget padding=\"16 0 24 0\"\u003e\u003cparagraph-widget padding=\"0 24 8 24\"\u003eIndustry Insight\u003c/paragraph-widget\u003e\u003chorizontal-rule-widget padding=\"0 24 0 24\" color=\"#a31f29\"\u003e\u003c/horizontal-rule-widget\u003e\u003cheading-widget padding=\"0 24 16 24\" type=\"h2\"\u003e\u003cspan style=\"font-family: \u0026quot;Roboto Slab\u0026quot;;\" class=\"__bold\"\u003eThe role of AI in patient support\u003c/span\u003e\u003c/heading-widget\u003e\u003cparagraph-widget padding=\"0 24 8 24\"\u003e\u003cspan class=\"__bold\"\u003eRajul Jain from ProPharma considers how AI can be used in patient support, especially considering how it can be used to streamline operations and supplement human expertise\u003c/span\u003e\u003c/paragraph-widget\u003e\u003cimage-widget padding=\"8 24 16 24\" aspect-ratio=\"0.5535\" magnify-label=\"center\" source=\"https://cdn.magloft.com/pdf-import/1085/images/img_16-4.jpg#image/jpeg\"\u003e\u003c/image-widget\u003e\u003cheading-widget padding=\"0 24 16 24\" type=\"h3\"\u003e\u003cspan class=\"__italic\"\u003e\u003cspan class=\"__bold\" style=\"color: rgb(38,37,35)\"\u003ePharmafocus: What is AI’s current use in patient support, and how could this be improved? \u003c/span\u003e\u003c/span\u003e\u003c/heading-widget\u003e\u003cparagraph-widget padding=\"0 24 8 24\"\u003e\u003cspan class=\"__bold\" style=\"color: rgb(38,37,35)\"\u003eRajul Jain (RJ): \u003c/span\u003eMost industries now provide customers with 24/7 access and support to their products and services. With this trend, patients, their caregivers and healthcare professionals naturally expect that the pharmaceutical industry’s patient support should be available 24/7 as well. All the information can be provided on the websites as with most industries, but medical information is complex and requires a high level of reading proficiency and scientific knowledge. To truly support patients with enhanced quality of care, a medium that can disseminate understandable and engaging information is necessary. This is where artificial intelligence (AI) plays a crucial role with its natural language processing capabilities. AI can analyse a patient’s intent, conversational style, sentiment and many details during the interaction to help them find the answers in a patient-specific way. AI transcription, translation and voice generation enable us to provide 24/7 services to patients in both written and verbal interactions.\u003c/paragraph-widget\u003e\u003cparagraph-widget padding=\"0 24 8 24\"\u003eAI’s role in 24/7 patient support is tremendously helpful to operations, too. It reduces the need for out-of-hour or extended shift assignments, which gives a team a better work-life balance. Although it is the best practice to have native speaker specialists interact with patients, AI translations enable patient support in more languages and countries, especially in small markets in the past that did not have many opportunities. AI translations also allow non-native speaker specialists to assist other languages or regions when there is an unexpected increase in support volumes. AI handling common and simpler inquiries alleviates our specialists from repetitive tasks and engages in more complex information handling and personal developments. AI’s data also provides us with insights that could improve ways of working and knowledge sharing to further enhance patient support. It is important to strengthen data privacy and security, correct biases and errors and actively engage in the safe use and regulations of AI to continuously monitor and improve for AI use in patient support.\u003c/paragraph-widget\u003e\u003cheading-widget padding=\"0 24 16 24\" type=\"h3\"\u003e\u003cspan class=\"__italic\"\u003e\u003cspan class=\"__bold\" style=\"color: rgb(38,37,35)\"\u003ePharmafocus: In what ways can AI support human expertise, especially in terms of specialised medical fields? \u003c/span\u003e\u003c/span\u003e\u003c/heading-widget\u003e\u003cparagraph-widget padding=\"0 24 8 24\"\u003e\u003cspan class=\"__bold\" style=\"color: rgb(38,37,35)\"\u003eRJ: \u003c/span\u003eIn every level of therapy development and patient care, subject matter experts must go through vast amounts of scientific and clinical documents for their specific tasks such as designing studies or responding to inquiries. Specialised fields, like oncology and rare diseases, have very complex mechanisms for how drugs work and how to interpret clinical data from studies and publications. AI, which can process massive amounts of data quickly, can immensely help subject matter experts or specialists by finding the needed information in a short time frame to perform their work. AI can also support increasing the quality of the deliverables and operational excellence. For example, in medical information or patient support contact centres, AI can transcribe real-time conversations for many purposes. The transcription can be used as a source of documentation, capturing the details of patient inquiries and responses that can be further used for quality control and analytics for intents, sentiments and insights. While it’s not possible to listen to all calls in the contact centres, transcription enables the ability to ‘see’ all calls, increasing the pool of data for review. In the contact centres, the specialists use keywords to search for documents that could support patients, and most databases are designed for exact spelling matches. With AI power, the specialist does not have to go back and forth on different keywords, because AI can recognise misspelling and synonyms to efficiently search all relevant documents at once. AI can also generate a summary or draft to respond to patient support inquiries for specialists to review and edit rather than creating a response from blank.\u003c/paragraph-widget\u003e\u003cparagraph-widget padding=\"0 24 8 24\"\u003eUltimately, specialists and subject matter experts who are highly experienced in therapeutic areas and products are relied upon to determine if the information is accurate and complete to convey to patients and healthcare professionals. They will continuously work with AI to ensure that AI is compliant with standards for unbiased scientific exchange.\u003c/paragraph-widget\u003e\u003cheading-widget padding=\"0 24 16 24\" type=\"h3\"\u003e\u003cspan class=\"__italic\"\u003e\u003cspan class=\"__bold\" style=\"color: rgb(38,37,35)\"\u003ePharmafocus: Can AI streamline operations in pharma companies effectively? \u003c/span\u003e\u003c/span\u003e\u003c/heading-widget\u003e\u003cparagraph-widget padding=\"0 24 8 24\"\u003e\u003cspan class=\"__bold\" style=\"color: rgb(38,37,35)\"\u003eRJ: \u003c/span\u003eAI has been a crucial component of operational and business roadmaps for years. AI helps teams to be more efficient, productive and creative to better serve patients. The goal is to deliver information faster by analysing customers’ emotions and intents in real time using private data-secured language AI models.\u003c/paragraph-widget\u003e\u003cparagraph-widget padding=\"0 24 8 24\"\u003eImplementation of AI tech in the quality control process, especially catching a possible missed adverse event or product quality events, would give us crucial benefits in compliance with patients’ well-being and regulatory requirements. Leveraging AI content creation ability assists specialists and medical writers in drafting study documents or responding to complicated medical inquiries. What could have taken hours for writers to draft, are now expected to be initiated by AI in minutes for writers to review and complete. As mentioned earlier, AI’s data also provides insights that could improve working and knowledge sharing to further enhance patient support.\u003c/paragraph-widget\u003e\u003cheading-widget padding=\"0 24 16 24\" type=\"h3\"\u003e\u003cspan class=\"__italic\"\u003e\u003cspan class=\"__bold\" style=\"color: rgb(38,37,35)\"\u003ePharmafocus: How do patients benefit from the use of AI compared to actual human interaction? \u003c/span\u003e\u003c/span\u003e\u003c/heading-widget\u003e\u003cparagraph-widget padding=\"0 24 8 24\"\u003e\u003cspan class=\"__bold\" style=\"color: rgb(38,37,35)\"\u003eRJ: \u003c/span\u003eThe use of AI enables the pharmaceutical industry to offer new channels for patient support that were not available in the past such as voice or written chatbots that are available 24/7. AI translation is another breakthrough, which has opened opportunities to support more countries and languages. While patient support centres may have a team of native speakers, having AI transcription and translation technologies enable companies to connect with more patients worldwide to support their healthcare needs.\u003c/paragraph-widget\u003e\u003cparagraph-widget padding=\"0 24 8 24\"\u003eHuman interaction is a more powerful and meaningful way to connect with patients; therefore, it is important to place a higher focus on leveraging AI internally to enhance communications with patients. Transcription can ensure that critical information is captured while minimising the risk of misinterpretation or omission.\u003c/paragraph-widget\u003e\u003cparagraph-widget padding=\"0 24 8 24\"\u003eAI-enabled search engines or writing tools can shortenthedeliveryofdocumentsandresponsesthatare important for patient care. AI-assisted quality control processes and analytics give insights into the patient’s needs that would enhance patient care efforts.\u003c/paragraph-widget\u003e\u003cheading-widget padding=\"0 24 16 24\" type=\"h3\"\u003e\u003cspan class=\"__italic\"\u003e\u003cspan class=\"__bold\" style=\"color: rgb(38,37,35)\"\u003ePharmafocus: Where do you see AI’s impact having the largest affect in the industry within the next five years? \u003c/span\u003e\u003c/span\u003e\u003c/heading-widget\u003e\u003cparagraph-widget padding=\"0 24 8 24\"\u003e\u003cspan class=\"__bold\" style=\"color: rgb(38,37,35)\"\u003eRJ: \u003c/span\u003eAI is changing most industries, and it will become a prevalent part of patient support, such as 24/7 virtual assistants that can drive patient-centric conversations. In the pharmaceutical industry, the drug or device development life cycle is complex, and the industry has many areas that could use AI. AI use within each area will be unique to meet its core function. Medical information departments and patient support contact centres can leverage AI’s ability to efficiently find information for specialists, helping patients and healthcare professionals make therapy decisions. Intent and sentiment analysis can also be used to assess how the team can better assist patients, with more personalised care plans that could improve the safety and health outcomes of patients.\u003c/paragraph-widget\u003e\u003cparagraph-widget padding=\"0 24 8 24\"\u003eInnovation in the pharmaceutical industry is an ongoing effort, but AI will introduce a new level of capability in analysis and generation. Ultimately, AI will elevate the quality of patient care and new standards for excellence in patient support.\u003c/paragraph-widget\u003e\u003ccontainer-widget padding=\"16 0 0 0\"\u003e\u003chorizontal-rule-widget padding=\"0 0 8 0\" color=\"#f8831e\"\u003e\u003c/horizontal-rule-widget\u003e\u003ccolumns-widget collapse=\"phone\" gutter=\"20\" layout=\"3 9\"\u003e\u003ccolumn-widget\u003e\u003cimage-widget padding=\"8 0 16 0\" aspect-ratio=\"0.975\" magnify magnify-label=\"Rajul Jain\" source=\"https://cdn.magloft.com/pdf-import/1085/images/img_17-1.jpg#image/jpeg\"\u003e\u003c/image-widget\u003e\u003c/column-widget\u003e\u003ccolumn-widget\u003e\u003cparagraph-widget padding=\"8 16 16 0\" line-height=\"1.5\"\u003e\u003cspan class=\"__bold\"\u003eRajul Jain\u003c/span\u003e has over 19 years of international experience in medical information (MI), pharmacovigilance (PV), technology and programme management. With an extensive educational background including an MBA, Engineering degree, PMP, Medical Affairs Competency Certificate (ACMA) and various other healthcare certifications, she brings a wealth of knowledge to her roles. She is currently a president of Medical Information at \u003cspan class=\"__bold\"\u003eProPharma\u003c/span\u003e with responsibility for oversight and expansion of global contact centre operations. Prior to this, she managed all of the MI programmes for IQVIA and technology and automation solutions for MI/PV programmes. Rajul is passionate about improving business processes and fostering innovative solutions in the healthcare and pharmaceutical industry.\u003c/paragraph-widget\u003e\u003c/column-widget\u003e\u003c/columns-widget\u003e\u003c/container-widget\u003e\u003c/page-widget\u003e","keywordPhrase":null,"articleAssets":[{"url":"https://cdn.magloft.com/reader/fonts/roboto-slab.css","extension":"css","contentType":"text/css"},{"url":"https://cdn.magloft.com/pdf-import/1085/images/img_16-4.jpg","extension":"jpeg","contentType":"image/jpeg"},{"url":"https://cdn.magloft.com/reader/fonts/open-sans.css","extension":"css","contentType":"text/css"},{"url":"https://cdn.magloft.com/pdf-import/1085/images/img_17-1.jpg","extension":"jpeg","contentType":"image/jpeg"}]},"publicationId":14882},"__N_SSG":true},"page":"/domains/[domain]/articles/[slug]","query":{"domain":"www.pharmafocus.com","slug":"the-role-of-ai-in-patient-support"},"buildId":"U1LT7ce93wR6IyWFJCllT","isFallback":false,"gsp":true,"scriptLoader":[]}</script></body></html>