IQVIA implemented AI-enabled monitoring for a top 10 pharma’s patient support program, integrating NLP, OCR, VTT, and RPA into a GxP-compliant workflow to capture safety events from diverse data sources like audio, chatbots, emails, and social media. Over six months, 44,655 audio and 43,017 chatbot records were reviewed, uncovering 2,738 reportable safety events—2,234 from audio. Benefits included reducing agent workload by 500 hours, identifying 459 previously unreported events, and cutting 900 hours of PV intake labor annually via auto-E2B ingestion. The solution streamlined upstream patient engagement and downstream safety operations.

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