This insight brief explains how Medical Information (MI) organizations are adapting to surging customer inquiries by combining human expertise with AI tools. It discusses how conversational AI, powered by natural language processing, can provide accurate, 24/7 responses while freeing human agents for complex cases. Benefits include cost savings, global consistency, and scalability, but success requires strong human-led design, compliance oversight, and robust training processes. The report categorizes pharma firms as AI leaders, beginners, or laggards.

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