How the First Pharma Chat Bot Came to Life
The digital customer engagement associate director for the pharma company MSD Italia doesn’t actually believe that AI is dangerous. Rather, Crisafulli was repeating a refrain she hears too often in the healthcare industry. Her response? “If we use it well, we can take advantage of it.”
That’s what Crisafulli and her division of Merck are doing. They recently launched the pharmaceutical industry’s first chat bot, an AI program that answers physicians’ questions through Facebook Messenger. While it took time and risk to get to this point, the origin story of MSD Salute Bot holds insights to help guide innovators across healthcare.
“Bottom line: The world is changing,” Crisafulli said on Oct. 3, during the opening day of the Digital Pharma East conference in Philadelphia. “If we have the right content, we’re going in that direction.”