Medical Information (Med-Info) teams are the first point of contact for healthcare professionals seeking answers about drug safety, dosing, or trial details. But with growing drug portfolios and rising enquiry volumes, traditional manual triage methods are struggling. Sorting through thousands of questions by hand not only slows down response times but also increases stress for teams and risks compliance gaps.
That's where AI can make a real difference. At Newpage, we've seen how GenAI can be embedded into Med-Info workflows to deliver speed, accuracy, and compliance at scale. It's not about replacing humans - it's about amplifying their impact.
The key is to start with the right design and governance. For one global pharmaceutical company, Newpage helped set up a GenAI triage engine integrated with their Salesforce Service Cloud. This system could categorize enquiries, flag safety or off-label issues, and route questions to the right team automatically. Human reviewers stayed in the loop, which not only built trust but also provided feedback to continually improve the AI's performance.
Results speak for themselves. The company reduced response times by 65%, cut down manual workload, and created a workflow that was fully auditable and compliant. Reviewers could focus on high-value content while the AI handled repetitive triage. Even better, the company was able to expand the system to multiple languages and continuously validate it to meet global regulatory standards.
The success of this approach highlights some key lessons for pharma leaders exploring AI in Med-Info: start with human-in-the-loop models, invest in prompt engineering for accuracy, account for multilingual workflows, and embed continuous validation. When done right, AI moves Med-Info from a reactive support function to a predictive, data-driven capability.
This use case shows that speed and scale do not have to come at the cost of compliance. With the right partner, governance, and strategy, AI can help pharma teams work smarter, not harder, and maintain the trust that is critical in healthcare.
Read the full blog here: https://newpage.io/resources/blogs/case-study-using-ai-to-triage-medical-information-requests/
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