Introduction
Analyzing call center log data can be advantageous for pharmaceutical companies to improve their operations in various areas, such as administrative services, adverse event monitoring and reporting, and product quality control. A major pharmaceutical company collaborated with Melax Tech to showcase the added value of AI-powered analysis of their call center records. Traditional call center systems mainly focus on recording notes and staff performance, but for a more profound understanding of the data, logical inference systems, such as those built with Artificial Intelligence and Natural Language Processing (NLP), are required.
Methods
Melax Tech conducted an analysis of the call center by reviewing tens of thousands of notes that were collected from the customer call center support system. Our team of experienced NLP and machine-learning scientists carefully analyzed the data and developed an AI-assisted classification system to categorize the data. This allowed us to collect a comprehensive set of variables such as the topic category, geolocation, timestamps, the occupation of the person reporting the issue, and more.
The resulting data demonstrated major opportunities to improve:
Product quality control
Call center operations
Fraud detection
Improved data collection and reporting
Medication shipment improvement
Consequently, we developed interactive dashboards, such as the one shown below, to support management in improving these areas.
Figure 1: Interactive dashboard with data filtering options to visualize the call center distributions using a geo heat map, number of records using a line graph, and requester types using bar graphs.
The Melax Tech team conducted this analysis due to our experience in clinical NLP, AI, and senior-level analysts familiar with the life sciences and pharmaceutical industry.
Conclusion
To gain deeper insights from your text-based data, you can rely on Melax Tech's team of experienced software engineers, NLP and AI scientists, and analysts. Our expertise can provide valuable insights and drive innovation in your organization. Reach out to us today to request a demo and see how our AI-powered solutions can benefit your business. Don't hesitate to take advantage of this opportunity.
