Artificial Intelligence (AI) in life sciences has already established itself within the life sciences industry and now is the time to implement AI solutions for life sciences organizations that haven't begun this journey. One of the key areas of opportunity where life sciences companies should consider and plan to implement AI initiatives is within their customer relationship management (CRM) systems.
Life sciences leaders have told us that any next-generation CRM solution must be AI-powered to meet engagement, automation, and better-user experience goals for customers and sales representatives.
According to Gartner, “Sixty-eight percent of service leaders indicate that bots and virtual customer assistants (VCAs) will be more important in the next 2 years.” As new technologies are introduced to outdated customer service models and legacy CRM systems, sales teams that are used to proprietary and customized systems were disrupted; however, the advantages of AI outweigh the challenges for pharma and biopharma.
When we asked the management of several global life sciences companies what factors would make them switch CRMs, they pointed out developing a partnership with a vendor is the best approach to avoid growing pains and disruption. Both life sciences organizations and their strategic vendors need to take on ownership of this strategic goal and form a 50/50 partnership to develop and deploy an innovative solution that could genuinely transform customer Service centers should seriously be considering how (AI chatbot) technology could be integrated into current operations, in both customer-facing and representative-facing systems.” engagement and lead to better customer experiences.
Learn more about the unique advances in AI capabilities in our whitepaper.