The Use of Artificial Intelligence (AI) is Customer Service Process in the Pharmaceutical Industry: A Case Study in Public Laboratories

Alba Lucia Silva do Nascimento; Johnderson Nogueira de Carvalho; Josiane Machado Vieira Mattoso; Josiane Dantas Viana Barbosa; Roberto José da Silva Badaró; Erick Giovani Sperandio Nascimento; Felipe Rodrigues da Silva; Jeancarlo Pereira dos Anjos; Leticia de Alencar Pereira Rodrigues; Marcelo Luiz Lima Brandão

doi:10.34178/jbth.v6i4.323

Alba Lucia Silva do Nascimento
Johnderson Nogueira de Carvalho
Josiane Machado Vieira Mattoso
Josiane Dantas Viana Barbosa
Roberto José da Silva Badaró
Erick Giovani Sperandio Nascimento
Felipe Rodrigues da Silva
Jeancarlo Pereira dos Anjos
Leticia de Alencar Pereira Rodrigues
Marcelo Luiz Lima Brandão

DOI: https://doi.org/10.34178/jbth.v6i4.323

Resumo

The Consumer Service (SAC) is an important communication and relationship channel with the customer. This study sought automated data collection and analysis techniques to trace profiles and strategies that are part of the SAC 4.0 model in official laboratories A and B. The method consisted of document analysis of standardized procedures and database research using the keywords SAC, artificial intelligence, and pharmaceutical industry. The results showed that laboratories A and B use the SAC 2.0 model and do not apply AI techniques. Evidence shows that pharmaceutical industries in Brazil use the SAC 4.0 model. It is concluded that the AI tools in the SAC contribute to improvements and efficiency in the process.