Medical Information Center Digital Worker
What this Digital Worker Does:
The Medical Information Center Digital Worker automates compliant intake and routing of adverse events, product complaints, and medical inquiries across all communication channels. It listens, classifies, and captures required safety data in real time, then posts clean, coded cases directly into downstream systems.
By turning contact centres into compliance engines, it shortens reporting cycles, reduces manual effort, and ensures every interaction meets regulatory and quality expectations.
On-Time Reporting: Automated screening, field capture, and case initiation ensure regulatory clocks start immediately, reducing late submissions and inspection risk.
Lower Cost to Serve: Automation covers routine intake, follow-ups, and after-hours calls, allowing experts to focus on assessment, signal detection, and quality decisions.
Fewer Re-contacts: Dynamic interviews and coding guidance improve first-pass completeness, eliminating duplicate cases and minimising avoidable follow-ups downstream.
The Problems This Digital Worker Solves
Manual Intake Bottlenecks
Contact centres rely on re-keyed forms and free text, causing incomplete data, slow routing, and delayed safety reporting.
Missed or Late AEs
Without automated detection and clock initiation, serious events can go unreported or trigger compliance breaches during audits.
Inconsistent MIR Handling
Medical inquiries are manually answered from varied sources, producing delays, inconsistent wording, and unnecessary rework across markets.
The Technical Make-Up
This Digital Worker is a multi-agentic system, with pioneering technology built in, and tailored specifically to your organization's guardrails, outcomes, and objectives.
The Multi-Agent Workflow:
Monitors calls, chats, and emails to identify potential AE, PC, or MIR mentions in real time.
What It Replaces & Reduces:
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CCaaS and communication platforms (Genesys, NICE, Five9, Amazon Connect, Twilio Flex)
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Safety systems (Oracle Argus, ArisGlobal LifeSphere, Veeva Vault Safety)
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Quality systems (TrackWise, Veeva Quality)
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Medical content repositories (Veeva Medical, PromoMats, SharePoint)
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Integration platforms (MuleSoft, Boomi)
Integrations:
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Manual case intake and transcription
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After-hours AE screening and escalation gaps
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Email-based routing and follow-up tracking
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Duplicated data entry across safety and quality systems
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Manual SOP compliance checks
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Inconsistent MIR response handling