EN
When VEEVA became the latest digital platform to embrace AI Chatbot technology to elevate their user experience, they did it in a big way.
The leading cloud-based software company in global life sciences is creating the next generation of the industry’s CRM — offering the full functionality of the current VEEVA CRM with new generative AI capabilities that resemble ChatGPT. Veeva announced its new AI capabilities within their Vault CRM suite, which includes features like the CRM Bot and Voice Control. And even better, it’s opening the door to future innovation for pharma sales and field teams for years to come.
Introducing: Vault CRM. Here’s what we know.
Introduction to Gen AI
For those who don't know by now, Generative Artificial Intelligence, or GenAI, is this pretty incredible technology that using machine learning to whip up new content like text, images, or videos based on the data they've scoured from existing online content. It's been shaking up basically every industry by doing things like automating tasks, facilitating smarter decision-making, and giving customers a better digital experience. At this point, there are tons of generative AI tools out there, and we've covered some of our favorites, so check them out (just click the link).
In the life sciences world specifically, GenAI is set to be a game-changer. Veeva Systems, a major name in cloud software for life sciences, has decided to bring GenAI into its Vault CRM platform — which is already totally changing how life sciences pros interact with their CRM systems.
Two of the coolest features of this integration are the Vault CRM Bot and Vault CRM Voice Control. These GenAI tools are made to give users AI-powered help for really important tasks. With the Vault CRM Bot, you can ask specific questions and get instant, super-customized answers. And with Vault CRM Voice Control, you can go hands-free and just talk to your CRM.
These new features are using AI to make life easier by boosting productivity and offering a more simple way for customers to work with Vault CRM. This means life sciences pros will have a smoother, more effective workflow, which is great news for their organizations — and as a result, their patients.
What is Vault CRM?
But let's rewind a bit. In 2024, VEEVA replaced their current CRM with all-new technology built on the VEEVA Vault Platform, and called it Vault CRM. The new CRM hosts all the same capabilities as the current, while also blending customized ChatGPT-like tools to help reps easily source client information and personalize their pitches. This includes their CRM Bot, which will blend VEEVA’s general data sets with a pharma company’s unique product data, allowing reps to ask specific questions about a physician or hospital and get answers instantly.
The integration of CRM Bot also embeds within Vault CRM, aiming to enhance productivity through context-driven tasks such as pre-call planning and suggested actions.
Life Sciences Industry Applications
So let's talk about the life sciences industry for a moment — since it's truly one of a kind. This industry has its fair share of challenges, like balancing super complex data, keeping up with tons of regulations, and expediting the time it takes to get products to market to bring life-saving treatments to people quicker. That's where GenAI steps in as a game-changer. It’s basically giving HCPs a super-smart assistant that boosts their capabilities in areas like predictive analytics, clinical trials, automated quality checks, and regulatory paperwork.
This is specifically where Veeva’s AI Partner Program. This valuable program is all about showing the life sciences industry how to leverage AI to its fullest potential, helping healthcare teams streamline their operations, make smarter decisions with better data management, and drive innovation for more customer success. By offering a platform to develop and integrate GenAI solutions with Veeva Vault applications, the program ensures that life sciences companies can really tap into the potential of AI.
With GenAI in the mix, Veeva's products and services are helping life sciences companies improve patient outcomes, cut costs, and up the quality of their products and services. Imagine using predictive analytics to spot potential issues in clinical trials before they become major roadblocks, or having automated systems that make sure everything meets regulatory standards easily and with complete confidence.
By delivering AI within its platform, Veeva customers can tackle today’s challenges head-on and gear up for future success in a market that’s getting more competitive by the minute.
How CRM Bot is Helping Pharma Reps
VEEVA’s new CRM Bot embraces all the perks of a ChatGPT-like tool, giving reps the ability to get very specific answers to any question they have regarding their customers. So unlike chat bots of the past where the content generated is already preconfigured from existing resources and limited to certain options, CRM Bot has the ability to compose highly-tailored content in real-time. So users aren’t limited to a small collection of predetermined keywords to source the answers; they’re tailored completely to the datasets of the platform and the individuals using it daily.
Here’s what that looks like: Let's say a rep wants to know the five most recent products purchased by a specific HCP to incorporate more strategic information in their next follow up. Or a rep requests a quick report on all the medical procedures a certain doctor performed in the last three months to tailor their next conversation to the types of products most relevant to them.
Additionally, the CRM Bot can assist with pre-call planning, enhancing productivity for pharma reps by providing action recommendations and personalized learning.
At the same time, reps can use CRM Bot similar to traditional search — only more intelligent. The technology can also collect and regurgitate lists of reference materials from the VEEVA database based on rep queries to support client communications. As a result, reps can better prepare themselves for highly inquisitive HCPs by providing sources for their claims without all the extra digging and filtering.
To put it simply, easy and instant access to exact information is the common benefit here.
Overcoming Life Sciences Industry Challenges
One of the key things to note with VEEVA’s new Chat CRM is one trait that will make it different from the current ChatGPT — one that hasn’t come without challenges. While many industries have been willing to accept the idea that AI-generated content is helpful, but not necessarily 100% accurate, Pharma certainly isn’t. Being such a highly regulated industry that demands precision, getting these tools right for the VEEVA platform requires next-level accuracy. Engineers will have to focus heavily on creating high-functioning rules and logic that filter out falseness to ensure full confidence in the outcomes.
Additionally, the integration of the human voice for hands-free operation, leveraging voice recognition technology, will enhance user interaction and productivity.
Similarly, the personalized nature of CRM Bot will help ensure the high-level of security that Pharma also requires. Because while the foundation knowledge base relies on VEEVA’s default dataset (aka generic knowledge on the life sciences industry) which is accessible to all, the second layer is built out of information gathered from users via CRM, as well as specific documentation about products and services entered by a pharma company — which is owned only by that company and their sales rep. This ensures the robust security of the innovation, research, and products of each individual Pharma brand.
Veeva AI Partner Program
And Veeva Systems isn't finished with building out new GenAI for its platform. In fact, it's recruiting other emerging tech masterminds to get involved. The Veeva AI Partner Program gives them a highly supported step towards integrating new AI capabilities into life sciences workflows. This program enables partners to develop and deploy GenAI solutions that work seamlessly with Veeva Vault applications.
For more context, the program provides extensive support for partners, including access to the Vault Direct Data API, Vault Application Sandbox, and other advanced tools and technologies. With all these resources, they are hoping to empower partners to create GenAI solutions that address specific use cases in the life sciences industry, such as clinical trials, regulatory documentation, and patient engagement.
By participating in the Veeva AI Partner Program, partners can enhance how life sciences companies harness the power of AI for drug development, regulatory compliance, and other critical processes through constant evolution and innovation. This collaboration ultimately leads to improved patient outcomes and enhanced product quality.
The program enables life sciences organizations to leverage GenAI to make every step of their processes and their treatments faster, more efficient, and more effective. By integrating these advanced technologies, companies can stay ahead of the curve and continue to deliver high-quality products and services in a rapidly evolving industry.
How Assemble Can Help with Veeva AI
Don't worry, Assemble’s VEEVA experts are staying on top of the latest updates from the platform on the development of these new tools and their potential capabilities for users.
These tools are specifically designed to enhance productivity and efficiency for life sciences industry professionals, making them an invaluable asset for anyone working within the healthcare sector.
And with developments like Open AI’s own API, which gives the web community access to the same technology that powers their ChatGPT, we’re already seeing various external teams exploring how to create new tools with similar capabilities. It's been awesome to see how Chatbot technology has started infiltrating the Pharma world, and we’ll be keeping an eye on how these tools can be further integrated into CRM presentations to provide more unique and detailed insights to elevate the experiences they provide.
For more information on everything VEEVA, Assemble is your go-to resource. Contact us to learn more today.