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Digital treatment assistant

Project Overview

This dedicated customer service platform is designed to help the pharmaceutical industry to fill knowledge gaps and deliver medical support and education directly to physicians.

The easy-to-use platform consists of a web app and a doctor’s consultation chatbot. The web app provides users information about medicine and its side effects. The chatbot allows asking questions, accessing video content, scheduling a meeting with an expert and much more.

Client

The client is a Paris-based multinational pharmaceutical company.

Industry

Healthcare, Medical Insurance.

Challenge

Pharmaceutical sales representatives face up the lack of gathering customer feedback. Our customer had an idea to create service to provide better communication with consumers who could receive information about the medicine from a qualified specialist.

The difficulty of conversational with a chatbot lies in providing a sophisticated experience that fulfills the expectations of physicians. The task was to build a system where the physicians don’t need to care about it. As a result, our chatbot enables them to receive instant and right answers to complex medical questions. Every request and responses have been stored in a ticket. All answers can then be traced, accessed, and organized by the physicians efficiently for later use. This can be very helpful for complex issues.

Besides, the pharmaceutical industry is highly regulated. Therefore, digital services are often out-of-date and “created by permissions.” One of the big challenges was to simplify a digital service experience without infringing regulations.

Development Process

Our team customized the layering engine and connected it to the front-end react part. We adopted third-party services to implement push notifications, data storage, testing, and deployment features. As DocCheck password provides quick access to pharmaceutical websites, this service has been used for quick and easy HCP auth. After an extensive review of chat and messaging solutions, Layer’s Enterprise Conversation Platform was selected for chat handling. For automate applications’ deployment, we utilized virtual servers in the AWS cloud and Docker containers. Running Docker on AWS provides one a highly reliable, low-cost way to build and run distributed applications. Also, we added chatbot.

Scrum and Kanban enable us to streamline workflow and team collaboration for outstanding results. Scrum has been used to develop or improve functionality, Kanban has been adopted for the baseline correction and small changes.

Result

The application is used by 50 000+ people in Europe to get advice on medications, brochures order, and side effects report issues. It allows people to quickly find answers to their questions, which increases their loyalty to medical products. Further, physicians can follow their requests transparently and getting faster feedback.

Our team provides ongoing support, development, and updates for the whole platform.

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