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Intelligent Virtual Contact Center. Your Extra Contact Center Capacities

This is IRENA. Intelligent Virtual Contact Center by Deloitte that can handle expected and unexpected spikes in inbound and outbound communication. No matter from which channel.

IRENA for pharmacovigilance

iViMedic

In the realm of healthcare, a common challenge unites us – the regulatory need for constant availability with patients and physicians seeking natural and human-like interactions.

Our solution operates 24/7, ensuring support beyond regular business hours with lower financial burden, prioritising accessibility and assistance at any time. Multilingual conversations become effortless, fostering inclusivity with Generative AI producing standardized responses – a uniform and compliant approach to customer interactions is guaranteed. Explore the business benefits of this transformative solution, creating a responsive, round-the-clock healthcare support system for enhanced patient engagement and business continuity.

How can Intelligent Medical Information Center by Deloitte help?

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iViMedic: Advanced solution for handling 24/7 service in a highly regulated environment

iViMedic, a cloud-based technological platform powered by a state-of-art tech stack, contains human-like voice bots, chatbots, a smart call centrer and connection to healthcare monitoring systems that can support on-demand inbound and outbound broadcasting of information.

Intake of adverse events and follow-up
Intake of quality complaints and product defects
Content management solutions like genAI FAQs and Customer Relationship Management
Provision of evaluated and balanced medical advice
Material promotions
Medical information queries

Key Benefits

Your virtual assistant available 24/7
Real-time translation in 60+ languages
Validated solutions
Bots input data directly to the medical system
Quickly accessible resource database

Voice bots and chatbots are configured using a low-code platform so that organizations can easily adjust the scripts, e.g., include a new product, with the changes immediately reflected in the phone calls. The combination of pre-configurated scripts and generative AI providing standardised responses ensures a uniform and compliant approach to customer interactions with transcripts converted into outcomes fully matching PV standards. The addition of various AI-augmented patterns tailored to your specific scenarios like switching over to a live agent on request can also be easily implemented.

Speech recognition

Speech recognition is the technology that converts spoken language into written text, allowing computers to understand and interpret human speech.
Content & Context analysis

In combination with traditional intent recognition, generative AI is employed to autonomously create, analyze, and understand diverse data with custom dictionaries, grammars and NLP models.
Text processing

Enabling voice generation (TTS) and data transformation is key for successful end-to-end experience - transcripts can be converted to E2B/R3 ready for case intake and safety database such as ARGUS.

Results

This multichannel solution with post-process analytical units being the solution for handling intake 24/7 with regulatory-compliant service. And the best part? It lessens budgetary pressures and is easily scalable.

Data security and privacy

Security of the solution is our priority and we make sure to make it as robust as possible by safeguarding against malicious attacks, implementing encrypted communication for data protection, and ensuring stringent data privacy measures to responsibly handle user information.

Key Benefits

GDPR-approved data collection and handling
SOC 2 certification
Private cloud
OWASP compliant

HTTPS, TLS 1.2/ 1.3
Telephony transmission encryption

Always available with professional support: Your Intelligent Communication Center

Collection of adverse events

Call Triage and Reporting

Use case

Collection of an adverse event

Situation

The patient or somebody on their behalf is calling in to announce an adverse event. They need the assistance now, in their language, regardless of the time of day.

The iViMedic is a scalable call center platform with a pre-modified voicebot part so that all required topics for collection are covered.

The collected information is processed in a structured format to allow import into a selected database so that follow-up is possible if necessary.

Use case

Call Triage and Reporting

Situation

There are many situations in which a call can be made to your organization and you need to have the collection ability. From adverse reactions to product and quality complaints, our advanced system intuitively recognizes various use cases, ensuring prompt and accurate collection of information and forwarding it to relevant departments and authorities.

The iViMedic can identify and report relevant safety information, including (but not limited to) adverse events, off-label use, medication errors, misuse, abuse, pregnancies, etc., to the responsible pharmacovigilance authority. It can separate these statements from the ones concerning product quality in pharmaceutical products and report these to the relevant quality function. The required action after the collection is determined by advanced post-processing and analysis.

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