While many sectors have embraced digital transformation, healthcare often still relies on outdated communication methods. Patient support service programs act as a crucial link between these traditional workflows and modern innovations, aiming to improve patient access to therapies. Experiences deploying artificial intelligence (AI) in patient support programs over the past year have yielded valuable insights into its practical application and potential to revolutionize operations. Here are five early learnings that can inform and inspire those working in this evolving environment.
- Expect Resistance to Change: Despite initial enthusiasm for AI-powered tools, agents may not readily adopt new workflows. Building trust in AI-generated outputs and providing ongoing education and change management are vital for successful implementation and realizing efficiency gains.
- AI Enables Greater Personalization: In an era of targeted therapies, AI is proving essential for moving beyond standardized support. By connecting disparate data systems, AI provides a unified patient view, enhancing adverse event reporting accuracy and enabling more tailored, timely, and precise support to address individual patient challenges.
- Embrace Opportunities to Evolve Metrics: Traditional call center metrics may not fully capture the impact of AI in patient support. Sentiment analysis offers the potential to develop more meaningful metrics focused on patient outcomes, such as one-call resolution, providing a richer understanding of patient experience.
- AI Enables Improved Quality and Compliance: AI facilitates the analysis of all patient interactions, significantly improving the identification of compliance risks and opportunities for process improvement. Additionally, AI-powered “smart assist” tools can provide real-time guidance and information to agents, enhancing both the patient experience and adherence to program guidelines.
- There’s Much More to Learn: Analyzing patient interactions with AI can quantify the impact of specific language, revealing insights to refine communication strategies. Continuously learning and adapting based on AI-driven insights is crucial for optimizing patient engagement and support program effectiveness.
Looking ahead, with increasingly targeted therapies and complex patient needs, AI is a vital tool for delivering truly personalized support and enhancing patient support program offerings. The focus remains on leveraging AI to augment the human element at the core of effective patient care.
Source: Fierce Pharma, May 5 2025
