Verification of Visualization and Versatility of Inquiries at the Call Center of the Early Stage of New Product Launch

Abstract

Numerous inquiries about drugs are received at the call centers of pharmaceutical companies. Since the nature and content of inquiries are diverse, accurate responses will be difficult if there is no experience in preparing for the launch of a new product. This study focused on the versatility of information available for products in the early stage of the product launch. Inquiry contents in the early stage of the product launch as input data were extracted as concepts by text analysis. Then, the extracted concepts were structured and visualized. The extracted concepts were applied to the data of the same product with different periods and the data of a different product with different disease areas, to verify the versatility. As a result, it was confirmed that the extracted concepts from one product can be comprehensively applied to the period after the launch, and to the product having different disease area.