Impact of AI-Powered Virtual Assistants in Pharma Customer Service

Neha Ranganathan

Independent Researcher

Karnataka, India

Abstract

Artificial Intelligence (AI) has significantly reshaped customer service operations across various industries, including pharmaceuticals. AI-powered virtual assistants (VAs), often built on natural language processing and rule-based logic, have revolutionized how pharmaceutical firms interact with patients, healthcare professionals, and other stakeholders. These systems provide automated, 24/7 support that enhances information dissemination, improves drug adherence, and streamlines customer queries about drug usage, side effects, and product availability. This study explores the historical deployment of AI-driven virtual assistants in pharma customer support systems prior to widespread deep learning advances. By analyzing implementation models, interaction patterns, and use-case benefits, the paper highlights the transformative role of early AI in customer engagement and pharmaceutical brand perception. A qualitative and process-mapping-based methodology is used to assess efficiency gains, patient outcomes, and resource optimization in call centers using virtual agents. The findings demonstrate that pre-2014 AI technologies substantially improved customer handling times, reduced human workload, and contributed to improved patient compliance and trust. The paper concludes with implications for scalability and early adoption benefits of virtual agents in regulated sectors like pharma.

Keywords

AI, virtual assistants, pharma customer service, rule-based systems, chatbot, automation, patient communication

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