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:
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.