AiRo Call Center Automation tool helps Pharma Major reduce AE information TAT from 72 hours to 24 hours
Industry: Pharma
Client Overview:
The client is a Virginia-based pharmaceutical organization that develop, manufacture and market specialty pharmaceuticals, including prescription, consumer health and animal health products.
Numerous regulatory obligations fall on the client, one of which is to keep track of and retain consumer feedback on the product's efficacy and safety. The pharma call center industry has always suffered from a large number of repetitive and laborious jobs that are essential but rarely demand any kind of decision-making on the employee's part.
Because of this excessive volume of rule-based operations in call centers, automation is having a huge influence and will improve the entire experience for call center personnel as well as customers. The client recognized this fact and wanted a solution that could support the long-term goals of the organization.
High Turnaround Time from Call Received to Case Opened Due to Duplication of Data
The company handles 800K calls a year on average which includes calls related to Medical Information, Adverse Drug Reactions (ADR), etc. Turnaround times ranged up to three days from the time the call was received till the case was opened. This was major because the information received on the call was stored in handwritten documentation in the form of call logs on telephonic notepads or scribble pads. Due to the duplication of labor, the call handler's transactional time required for producing the source document PDF was excessive.
AiRo Suggested a Real-Time Voice-to-Text Transcription Solution to Streamline Data Intake
The client approached AiRo because of our history of creating excellence with technology in the pharmaceutical industry. Our specialists did an initial review of the client’s process and created a roadmap to adopt automation. The client's team was heavily burdened with huge amounts of after-call work due to paper-based source documents which lead to duplication of data in the system. This resulted in creating a hectic process for QC teams as they needed to check the paper-based source documents again to find accurate information.
AiRo’s automation solution could eliminate paper-based source documents by creating well-defined preset fields for containing AE information. This could significantly reduce the duplication of data and QC efforts. Moreover, the solution was designed to work with the clients existing ACD systems and provide source documents for QC as an output in a desired PDF version to improve accuracy.
AiRo Deployed an Automation Solution to Reduce Turnaround Time
AiRo did a review of the present methods of the organization and created a tool with preset fields for entering AE information during the call. The fields were thoughtfully created to let the call handler quickly and effectively collect the information. The QC team used the call recording to QC the source document that was thus produced.
When QC is finished, the system can generate a source document in the desired PDF format. Together, this solution and our "Data Entry Tool for ICSR" solution function. AiRo is investigating the potential of an emerging method to extract AE information from call recordings and to automate QC procedures as well. AiRo is also continuing to develop an advanced prototype with E2B-compliant XML output.
AiRo’s Solution Reduces Turn Around Time From 72 Hours to 24 Hours
The client recorded significant gains post-deployment:
Turnaround time was reduced to 24 hours for the majority of initial cases
73% improved real-time reporting
25% reduction in compliance Risk
No more duplication of efforts
Eliminated the paperwork environment and the need to archive
Provided source document as an output, in a desired PDF version
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The AiRo Perspective
AiRo developed a pharma call center automation tool capable of initiating speech-to-text transcription and analysis in real time.
