Innovative Solutions Increase Drug Safety

Innovative Solution Increases Drug Safety

Conduent Incorporated (Nasdaq: CNDT) today announced a significant advancement in the pharmaceuticals and life sciences sector with its new GenAI powered reportable event detection solution. This solution enhances patient safety for healthcare companies while ensuring compliance with the Food and Drug Administration (FDA).

Built on Microsoft Azure OpenAI, this technology improves the speed, accuracy, and consistency in identifying reportable events. These events encompass situations that may arise during millions of customer interactions, including adverse reactions, product complaints, and user issues.

Pharmaceutical and life sciences companies interact with patients and users through channels such as email, chat, phone calls, text messages, faxes, and social media every day, containing critical information that must be reported to the FDA in each interaction.

Real-life examples of reportable events:

• A patient emailing after experiencing unexpected dizziness following the intake of a prescribed medication.
• A caregiver calling about a rash on their child after using a topical cream.
• A customer sending a message regarding a malfunction with an insulin pen during use.
• A chat revealing confusion around dosage instructions through a chatbot.
• A social media post about a broken inhaler or packaging defect.

This new GenAI powered solution can analyze nearly 100% of customer interactions, examining language, context, and compliance rules. As a result, it brings about a revolutionary advancement in detecting reportable events.

Kimberly Marshall, Vice President of Commercial Solutions and Account Management at Conduent, stated, "Patient support programs and medical information interactions are complex and data-rich, making them ideal for GenAI," emphasizing that integrating artificial intelligence with comprehensive compliance expertise helps to boost service delivery speed, accuracy, and consistency.

Key benefits:

• Increased Efficiency: Accelerates the process of identifying reportable events, reducing time and manual efforts.
• Quality and Consistency: Better identifies potential reportable events and product quality complaints by understanding the variability of customer language.
• Regulatory Compliance: Ensures compliance with FDA and other regulatory standards, minimizing the risk of penalties.

This solution represents another step forward in improving quality and customer experience while reducing costs, as part of Conduent's collaboration with Microsoft Azure OpenAI.