Oscar Williams
April 15, 2024
2 min read
In the fast-evolving landscape of the pharmaceutical and healthcare industries, the buzz around "conversational intelligence” isn’t just speculation, it’s a game-changer. Conversational intelligence (CI) is leveraging sophisticated AI to analyze, understand, and derive meaningful insights from human conversations. And no, it doesn't just mean your Alexa will get even better at recommending you products. Instead, think of Conversational Intelligence tools like the Sherlock Holmes of the digital age. They sift through vast amounts of unstructured dialogue — be it customer calls, education conversations, or internal coaching meetings — to unearth the valuable insights hidden within. Insights range from identifying common customer concerns and preferences to uncovering inefficiencies in team communication skills that, once addressed, can significantly accelerate a team's progress toward their objectives and increase return on investment.
The Evidence Speaks
Studies have shown that AI-driven conversational analytics can enhance customer satisfaction scores by up to 30%, ensuring more personalized and responsive interactions. In healthcare, this could translate into better patient engagement and adherence to treatment plans. Moreover, companies leveraging Conversational Intelligence report up to a 25% increase in operational efficiency - as the insights derived unlock faster improvement cycles, more strategic decision-making, and resource allocation.
The Pharma and Healthcare Spin
So, how does this all play out in pharma and healthcare? Here are a few scenarios:
- Learning and Development: Empower both individuals and their coaches to see where they can improve. Through detailed analysis of field-coaching (including those of Sales Managers, Medical Managers and Coaches), focus is placed on enhancing coaching effectiveness, and fostering self-reflection of individuals.
- In-Field Call Analysis: Understand how effective your campaign delivery is and how to improve. Baseline your sales and medical capability and benchmark in-call effectiveness. Distil the very best conversation approaches and drive out a best practice sales model and improvement cycle.
- Customer Insights: How can I optimize brand campaigns to address HCP beliefs? Identify how HCPs use products and why. How they feel about the treatment area, respond to your messages, and identify the barriers to adoption.
Takeaway Tablets
Better Conversations. Healthier Outcomes.
Conversational intelligence offers a unique lens through which pharmaceutical and healthcare organizations can gain actionable insights from human dialogue at speed.
It’s patient and customer-centricity at it’s best. It enables a deeper understanding of patient needs and experiences, leading to better patient support and engagement strategies.
Transitions organisations from Anecdotal to Insightful. By adopting conversation intelligence, subjectivity is reduced and campaign optimisation is accelerated through objective AI-enhanced analysis.
Conversation intelligence is a potent tool that, when leveraged correctly, can significantly enhance patient outcomes, provide deeper insights, and accelerate commercial return.