PROMOMED has implemented artificial intelligence in the work of the hotline

December 25, Moscow

PROMOMED, a leading innovative biopharmaceutical company, has introduced a new digital hotline tool that allows collecting social media user requests and promptly transmitting them to the Company's specialized specialists. As part of this project, a chatbot was integrated on the official PROMOMED page on the VKontakte social network, which became the first such digital solution in the pharmaceutical industry.

Traditionally, pharmaceutical companies' social networks function as a one-way source of information, and there is no direct interaction between the company and patients on such pages. PROMOMED uses a chatbot to solve several business tasks, including consolidating requests from various platforms. The hotline specialists can now monitor activity from both patients and doctors. All requests are collected in one place, and working on the principle of a "single window" increases the efficiency of processing requests.

The chatbot is available to every registered VKontakte user, just write to the PROMOMED community's personal messages. With the help of artificial intelligence, requests are categorized and an initial investigation is conducted. The information is then passed on to highly specialized specialists, which significantly speeds up the processing of requests and minimizes the impact of the human factor. The company has paid special attention to the protection of users' personal data, ensuring the legality and correctness of the tool.

"A chatbot is a way for users to interact directly and effectively with the PROMOMED hotline. It not only answers questions about the safety and effectiveness of drugs, but also allows pharmacovigilance specialists to identify hidden problems that patients may not realize," says Natalia Tomashevskaya, Head of the Pharmacovigilance Department.