Patient support programs assist patients by offering education, financial aid, disease management tools, and navigation services, which go a long way to enhancing their quality of life. To evaluate these programs and to understand the patient experience, qualitative reviews are performed, mainly as field interviews. However, this process faces biases, small sample sizes, and logistical issues in handling audio and handwritten data.
A leading biotech company’s Patient Support Services (PSS) team was conducting operational health interviews with Field Reimbursement Managers (FRMs). The existing interview process was manual and labor-intensive, leading to increased errors and significant consumption of time and resources. The quarterly volume of interviews further burdened the PSS team. Recognizing the inefficiencies and scalability challenges, the biotech company wanted to leverage Natural Language Processing (NLP) and Generative AI (GenAI) to automate extracting insights from the interviews.
In this case study, we explore how Axtria worked with the biotech company’s PSS and Home Office (HO) teams to develop and operationalize an NLP and GenAI-based solution, which benefitted the PSS team with:
- Over 75% cost savings: Automation using NLP and GenAI cut costs by more than 75% compared to manual methods by reducing labor-intensive tasks.
- Transformative efficiency: The process was significantly faster, allowing for more frequent interviews and agile business operations:
- 3x faster audio-to-text transcription
- 5x faster transcription structuring
- 6x faster keyword and sentiment analysis
- 100x faster insights and summary derivation
- Unparalleled accuracy: GenAI’s algorithms ensured precise insight extraction, accurate speaker identification, removal of filler words, and reliable summarization.
- Scalability: The process handled increased interviews efficiently without needing more time or resources.
- Reduced subjectivity and bias: Automation minimized human intervention, providing more objective and unbiased insights.
- The solution enabled trend tracking for valuable insights and utilized cloud storage for enhanced accessibility, security, and collaboration.
This case study demonstrates the potential of leveraging GenAI to analyze qualitative interviews. This efficiency is achieved by building a scalable solution that converts audio into structured data with minimal human intervention.
Contact us at insights@axtria.com with any questions.
