Our solution architects analyzed the situation and proposed implementing a Gen AI-driven chatbot system aiming at
- Providing the study teams with timely responses for their queries
- Reducing the dependency on the RPs unless an escalation is required
- Enhanced RP performance, due to time saved in answering repetitive questions
Team i2e developed an advanced chatbot leveraging Amazon SageMaker’s generative AI capabilities along with a wrapper around Kore.ai to build a user friendly chatbot interface capable of answering queries pertaining to Investigational Product (IP).
i2e team utilized sophisticated prompt engineering capabilities which resulted in enhanced performance and efficiency in delivering precise responses. The backend web platform was built to store and process the vast IP manual documents and direct user's inputs to relevant responses and escalations. The team also built a notification system which triggers emails to the respective RPs in case of out-of-the-manual questions or escalations.
The Clinical Research Coordinator wanted to plug the knowledge gaps resulting in repetitive questions directed towards the RPs. With the chatbot recording the questions and their answers, it became a central repository to identify knowledge gaps and bring about changes in the IP manual and the training modules.