Generative AI Can Enhance the Customer Centric Approach

AI plays a significant role in enhancing customer experiences by making them more personalized, efficient and emotionally attuned. The pharma industry in general needs a more integrated approach to customer care and is behind other industries. The healthcare industry is slower to adopt new technologies and innovation which can improve efficiencies and better engage customers streamlining operations. Generative AI has the potential to enhance productivity.

The customer viewpoint and their insights should be taken into consideration for the development of all solutions. There are oftentimes challenges as teams develop global strategies and solutions given the needs of the customer can be different at the affiliate level. A heavily regulated environment with data privacy and compliance concerns adds on another layer of complexity when trying to develop solutions.

The number of challenges to deliver more optimal customer service is endless. Aligning strategies and budgets can be complicated as responsibilities and accountability may be shared across different commercial and medical teams. Sales and marketing tend to be separated and with organizational silos there tends to be a lack in an aligned customer service approach. Operations can be fragmented with multiple call centers both in house and outsourced. The technology used at these call centers is frequently outdated and companies struggle to measure customer satisfaction throughout their entire journey.

Generative AI can improve the customer experience with:

·?????? 24x7 customer support with AI chatbots

·?????? Predictive customer service

·?????? Personalize recommendations

·?????? Advanced analytics

·?????? Data-based informed decisions

·?????? Omnichannel experience

·?????? AI-powered CRM

·?????? Quick resolutions during initial contact

·?????? Increased sales

·?????? Reduced errors

·?????? Voice assistants and natural language processing

Less experienced customer service agents are enabled to communicate effectively using techniques similar to higher-skilled agents, resulting in improved service quality. Since AI has the ability to analyze and understand large volumes of data, it can predict future customer behavior. Voice assistants can answer questions, place orders, control devices, and provide personalized support based on the customer′s past behavior and preferences.

AI has already marked a stronger move in delivering excellent customer experience through text and voice recognition. With Emotion AI, AI in customer support can comprehend the customer′s query and respond to human emotions expressed through voice tone or facial cues.? This can lead to truly empathetic customer experiences. With the technological advancements in augmented reality (AR) and virtual reality (VR), AI can help customer service representatives develop more empathy for their customers.

The healthcare industry wants to be more customer centric and should focus on that as a top priority. Technology can play a key role here. More recently many companies have been investing large budgets in how to reach their customers at the right time via the right channel with push tactics. There needs to be a larger focus on customer self-service and how to address questions and how to find answers.

Technology can even help identify patients by analyzing data. The right patients for new therapies can be pinpointed. AI can assist in helping HCPs identify those patients that may have a higher risk to suffering given side effects. Upon determining what issues we are trying to solve we can leverage data with generative AI and provide solutions.

Generative AI can improve business performance and customer satisfaction significantly.

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