Ensuring Compliance With Regulatory Requirements Was Manual, Tedious, and Repetitive
While AstraZeneca focuses on innovative science and delivering life-changing medicines, it wants to be more patient-centric and leverage digital technologies and data for its operational processes.
In compliance consulting, they faced multiple challenges and roadblocks. Therefore, they were looking to automate processes to reduce inefficiencies and improve employee satisfaction.
AstraZeneca used to rely on a team of 12 employees to ensure compliance with regulatory requirements. This process was manual, tedious, and repetitive. It involved the team fulfilling online consultations for more than 8,000 medical representatives and handling a large volume of repetitive reimbursements, meetings, and customer queries. Over 80% of the medical representatives will also ask repeat questions, taking up even more time for the compliance officers.
On top of that, after consulting, the medical representatives will often request a second response from the compliance officers online to collect relevant documents.
Additionally, during month-ends or events periods, the compliance staff faced significantly large volumes of online queries. To handle the queries timely, many staff had to skip meals.
For AstraZeneca, having a dedicated team to answer queries round the clock manually is a waste of talent and would result in employee burnout and job dissatisfaction. This would, in turn, cause high employee turnover rates and recruitment issues.
Compliance Costs Reduced By 50% In Three Months
Laiye recommended and built an AI-Powered conversational robot for AstraZeneca that can handle high volumes of compliance consultations. The robot's artificial intelligence (AI) component allows for smart information consultation capable of using professional terms correctly. This is especially important for AstraZeneca as it directly affects the accuracy of their compliance responses.
Intelligent Responses Exceeded 90% Accuracy Rate
The AI conversational robot can handle queries quickly and accurately — it has an accuracy rate of over 90% and a trigger rate of 98% for intelligent recommendations. This allowed the team of 12 compliance staff more time and energy to do more valuable work. As a result, employee burnout reduced, job satisfaction increased, and employee turnover rate decreased.
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