The pharmaceutical industry has had to adapt to technological changes.
This industry is expected to receive an investment of around 137 million dollars in 2023.
Artificial intelligence (AI) is needed to understand human language and have interactions.
The pharmaceutical industry is highly relevant in society and during the Covid-19 pandemic it positioned itself even more. Like any other, the pharmaceutical sector had to adapt to technological changes, implementing them in drug research and development. This has to do with the ability of companies to reinvent themselves and adapt to the modern world. One such change is the implementation of chatbot, which used to interact with customers more immediately.
This leap made by the pharmaceutical industry made it possible to meet the parameters of agility, speed, flexibility and customization.
Chatbot, an effective tool
The chatbot it’s a program designed to simulate a human conversation by means of text or audio and allows a closer contact with the client. This bot is capable of maintaining a natural conversation with the user and is achieved through the implementation of artificial intelligence (AI), which has the ability to understand human language to achieve interactions and attention 24 hours a day. The implementation of this tool, allows the user to have a complete and satisfactory experience.
There are three models of assistance in the pharmaceutical industry:
- smart model: It is characterized by its machine learning, which serves to offer a natural and unpredictable language response.
- Linear model: In this case, a series of questions and answers are used, so the company provides a certain familiarity with the client and a more controlled experience.
- Hybrid model: total control of the experience is offered, a linear model is used and learning is automatic, which adapts to future technological advances.
According to a study published exclusively and by subscription in Statista, This industry is expected to receive an investment of around of 137 million dollars in 2023 and for 2027 it would be 454.8 million dollars.
As we made known to you at Merca2.0, the importance of this tool today is to offer a better service, provide customer service through default responses in the face of daily problems; also can be used on web and eCommerce platforms to resolve basic doubts regarding products or services.
In this regard, Andrés Silva Arancibia commented in his column the following:
“In order to deliver a high-quality 24/7/365 service, it is essential to incorporate efficiencies into customer service processes. Therefore, as chatbot technology advances in reducing marketing operational costs, it is very likely that the size of the chatbot market will continue to grow.
Implementation of the Chatbot in Mexico
Although this trend was slow to arrive in our country, its use in various industries is already covering ground and the pharmaceutical industry is no exception.
Yalocat has existed in Mexico since 2016, it is a conversational commerce platform focused on emerging markets. Its technology is based on artificial intelligence (AI) it offers customer service through communication via WhatsApp.
In 2020, it announced an investment of 15 million dollars by B Capital Group and Siera Ventures. This represented a strong investment in Latin America focused on this sector, which allowed them to expand their business to Asia and the United States.
A good example is the implementation of this platform in Savings Pharmacieswhich has boosted the business and has been able to sell more, in addition to providing personalized attention to its customers.
On the other hand, in France it is known the chatbot Nina from Sanofi, which helps patients with sleep disorders. Roche also has this tool on its website, which provides scientific information on products and other related topics.
The implementation of chatbot It is an excellent tool for the pharmaceutical industry if it wants to expand its business and improve customer relations. It is a tool that is beginning to attract more attention and its consolidation in Latin America. It is a complement to human work that helps to offer better customer service.
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