VMS BioMarketing’s VMSInsights
Mining Data from Patient Engagement Calls
Today, biopharma companies capture rich quantitative data on patients; however, the qualitative data they capture is limited either by sample size, bias, or time alignment, making it difficult to gather a holistic voice of the patient and get complete context as to what’s happening at each stage of the patient journey.
In mid-2023, VMS BioMarketing (VMS) launched a new interaction analytics solution called VMSInsights, a proprietary AI-driven NLP model integrated with call recording and monitoring technology. VMSInsights captures, mines, and reports rich, front-line qualitative insights from conversations that VMS clinical nurse educators (CNEs) are having with patients who have opted into one of their biopharma clients’ patient support programs.
Through VMSInsights, audio recordings are transcribed into text, and AI technology compiles a metadata stream containing attributes about the conversation. An algorithm is applied to automatically mine the data and classify tags into categories. Then for each client using VMSInsights, VMS builds customizable dashboard reports to view insights and stratify by patient segment, including demographics, time on therapy, and other key factors. The dashboard report can also include insights on sentiment measured over a single interaction and throughout a patient’s time in the program, barriers discussed to illuminate obstacles or challenges patients may be experiencing, custom keywords clients want to monitor for, and a nurse score evaluating the effectiveness of the CNE.
In 2024, VMS anticipates that approximately 21,000 engagements will be pulled through the VMSInsights solution each month, which will grow as additional clients, CNEs, and programs are brought on board.
