In a global survey of 105 biopharma professionals, 58 % believe AI agents can deliver a customer experience comparable to human experts, and blending AI with human agents could provide 24/7 multichannel support. Respondents ranked 24/7 availability, compliance and accessibility as the most important aspects of medical information services. Most companies offer digital websites for HCPs to self‑search product information, but HCPs want more interactive, bite‑sized content. To meet demand, many organisations outsource call centres; however, this all‑human model is costly and inflexible. The report concludes that AI‑assisted systems can cut costs, expand access and improve consistency while still enabling escalation to human experts.

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