Medical Info Intake & Routing for Pharmacovigilance
Stop missing AEs at 2 a.m. and eliminate the need to re-key the same forms twice. This digital worker that listens across your call and digital channels, classifies AE/PC/MIR in real time, captures compliant data, and routes cases into your safety and quality systems, so your experts spend time on decisions, not data entry.
Turn Your Engagement Center into a Compliance Engine
Today’s contact centers are manual bottlenecks for safety-critical work. This Digital Worker makes compliant intake the default. It detects AEs and product complaints the moment they’re mentioned, guides a complete capture of required fields, and posts clean, coded cases directly into systems of record. Medical inquiries are answered consistently from approved content, while serious events are escalated immediately. The result is faster throughput, lower risk, and a better experience for HCPs and patients, without expanding headcount.
Complete end-to-end compliance engine.
Faster throughput, lower risk, better patient experience.
On-Time AE/PC Reporting as the Baseline
Every interaction is screened for safety, required fields are captured first, and regulatory clocks start automatically. Serious cases surface instantly to on-call teams with inspection-ready logs.
Lower Cost to Serve at Scale
Automation handles routine intake, follow-ups, and after-hours coverage. Your most skilled staff focus on assessment, signal detection, and quality decisions rather than transcription and rework.
Higher First-Pass Completeness & Fewer Re-contacts
Dynamic interviews and coding assistance reduce gaps and inconsistencies up front. Clean data flows downstream, minimizing avoidable follow-ups and duplicate cases.
How This Digital Worker Works
What the Digital Worker does:
This Digital Worker connects to your CCaaS and digital channels—think Genesys, NICE, Five9, Amazon Connect, or Twilio Flex, plus email, web forms, and chat. Real-time speech-to-text and NLP identify whether an interaction is an AE, product complaint, or medical information request, including seriousness cues such as hospitalization, device malfunction, or pregnancy exposure. The worker then runs a dynamic, SOP-aligned interview, co-piloting an agent or handling low-risk paths autonomously, to capture the minimum required information first and draft a clear narrative as it goes.
As details are gathered, the worker suggests MedDRA terms, checks for duplicates against prior reports, and packages everything for downstream systems. AE cases are created in Oracle Argus, ArisGlobal LifeSphere/ArisG, or Veeva Vault Safety with artifacts attached and clocks started; product complaints route to TrackWise or Veeva Quality with batch and GMP fields populated; MIRs are fulfilled from approved SRDs in Veeva Medical/PromoMats or SharePoint, with responses drafted for review and logged to CRM. Critical events trigger immediate escalation through your preferred channels; missing information prompts scheduled follow-ups or secure reporter links, with due dates tracked automatically.
Governance is built-in: human-in-the-loop where your SOPs require it, role-based access, PHI/PII handling, and comprehensive audit trails. The worker localizes content and country rules by market and integrates through your iPaaS (MuleSoft, Boomi) or native APIs, staying robust as labels, MedDRA versions, and volumes change.
Compliance by Design
Every conversation is safety-screened, captured against your SOPs, and time-stamped from first contact to submission. causaLens combines LLM flexibility with guardrails to keep outputs inspection-ready.
Scale Without Adding Seats
Elastic automation absorbs launch spikes and after-hours volume while experts focus on high-judgment work. You get consistent service levels without linear staffing.
Business-Ready Outputs, Not Raw Transcripts
The worker delivers clean, coded cases in Argus/Veeva and consistent MIR responses from approved content. causaLens agents produce artifacts teams can use immediately, no manual wrangling required.