Agent assist for a specialty pharma medical information line — GxP-safe on Veeva
A specialty pharma manufacturer needed agent assist for its medical information line without breaking GxP validation or slowing adverse-event reporting. pronix.ai delivered a Veeva-grounded assistant with an AE-detection classifier — 29% AHT reduction and zero AE reporting misses.
Specialty pharmaceutical manufacturer · Genesys Cloud CX · Kore.ai · Veeva Vault MedComms
- Client
- Specialty pharmaceutical manufacturer
- Industry
- Life Sciences
- Platform
- Genesys Cloud CX · Kore.ai · Veeva Vault MedComms
*Representative outcome; results vary by client, scope and platform configuration.
The challenge
Medical information agents were juggling six systems on every call and adverse-event detection depended on the agent noticing. Any AI had to be Veeva-grounded, GxP-audit-ready, and never reduce AE capture — regulators were watching.
Our approach
AE-detection classifier in-line
A first-pass AE classifier ran on every transcript segment; suspected AEs raised an on-screen prompt with a mandatory intake flow before call-wrap.
Veeva-grounded answers
Agent assist retrieved from the approved medical response library only; anything off-library escalated to a medical scientific liaison.
Validated release pipeline
IQ/OQ/PQ documentation for every prompt and model change; signed release manifests filed with QA.
PV SLA guardrails
AE reports still filed inside 24 hours 100% of the time; the assistant sped up capture, never gated it.
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GxP-safe medical information contact center for a global life-sciences company — modernized in one quarter
Read →Agent assist across 900 seats at a healthcare provider — 22% AHT reduction with healthcare guardrails
Read →38% call containment in 90 days for a regional healthcare provider — healthcare-safe conversational AI
Read →Illustrative case study. Scenarios, metrics, quotes and client details are representative composites based on Pronix engagements and industry benchmarks unless a named client is shown with written consent. Outcomes vary by client, scope, data quality and platform configuration. Nothing on this page is a guarantee, warranty or professional advice. See our Terms of Use for the full disclaimer.
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