Inquiry arrives
A voice or email inquiry enters a supported intake workflow.
Cut the cost and time between an inquiry and a Medical Information case.
IRMS Assist helps turn voice and email inquiries into structured IRMS MAX cases, reducing manual case creation while keeping review and final decisions with trained teams.
Human review by default. IRMS MAX remains the system of record.
Medical Information inquiryDosing question, received 21:14
CASE 10482Structured
- Channel
- Voice
- Transcript
- Attached
- Response
- Drafted from approved content
- Next
- Human review
Illustrative workflow representation.
- Capture
- Voice and email intake
- Create
- Structured case in IRMS MAX
- Route
- Routing support by contact type
- Decide
- Human review and decision
The economics
The call is only one part of the cost. The case is where the work accumulates.
A significant share of Medical Information handling work can happen after the call. Effort accumulates when the same inquiry is reconstructed, re-entered, routed and drafted before it becomes a usable case.
IRMS Assist helps reduce that manual work. Whether intake is handled in-house or through a service partner, the objective is the same: a cleaner path from inquiry to structured case.
One structured path
From voice or email inquiry to structured IRMS MAX case.
Support around-the-clock intake. Create a structured case in IRMS MAX. Match approved content. Prepare a draft response for review. Route potential adverse events and product complaints for trained review.
Context captured
IRMS Assist captures the context and extracts the details.
Approved content matched
Approved content is matched and a response is drafted for review.
Human review and decision
Potential adverse events and product complaints can be identified and routed for trained review before a structured, review-ready case is created in IRMS MAX.
Intake channels
Voice and email inquiries follow one structured path.
IRMS Assist supports voice and email intake and helps create a structured case directly in IRMS MAX.
Voice or email intake
- Supports around-the-clock intake
- Context and details captured
- Transcript or source attached
Structured MI case
- Approved content matched
- Response supported
- Exceptions routed for human review
Illustrative process diagram.
Manual work drives cost per case
Reduce the manual effort behind each Medical Information case.
IRMS Assist helps reduce case-handling time through structured intake, response support, routing and faster handling of routine inquiries.
- Less duplicate entry
- Structured case information flows into IRMS MAX.
- Less drafting
- Approved content is matched and the response is drafted for review.
- Fewer touches
- Routing support by contact type can reduce triage and rework.
Configurable AI
Set the right level of AI assistance.
Start with human-in-the-loop capture and drafting. Consider higher automation only for defined, approved inquiry types when your governance allows.
Capture support
Support voice and email intake and prepare structured case information for IRMS MAX.
Auto-draft
Approved content is matched and a response is drafted for review by trained people.
Higher automation
Defined inquiry types can use more automated workflows when approved content, rules and governance are in place.
Human review remains central. Potential adverse events and product complaints can be identified and routed; trained teams determine what happens next.
Product truth
IRMS MAX remains the system of record.
IRMS MAX remains the system of record—not a parallel AI channel. IRMS Assist is the first mile into it.
Over 30 years supporting Medical Information teams.
IRMS AssistCapture, extract, match and route
IRMS MAXSystem of record, reporting and audit trail
Control
Built for Medical Information control.
Configure AI assistance around your governance requirements. You decide the boundaries.
- Approved content
- Match approved content and prepare response drafts for review within your defined boundaries.
- Product and question boundaries
- Configure response support by product or inquiry type.
- Routing
- Support routing by contact type to reduce triage and rework.
- Human decision
- Potential adverse events and product complaints can be identified and routed. The determination stays with trained teams.
- Complete case context
- Preserve inquiry context through logging, response support and escalation workflows.
- Operating model
- Maintain control and visibility across your data and operating model while retaining the contact center support you need.
On-demand webinar
See the IRMS Assist workflow in context.
Watch how voice and email inquiries can move into a structured IRMS MAX case, with approved-content support and trained review kept at the center of the process.
On-demand webinar. Use the player controls to watch at your own pace or enter full screen.
Product fact sheet
Take the IRMS Assist overview with you.
Review the core workflow, configurable levels of assistance, governance considerations and the path from inquiry intake to a structured case in IRMS MAX.
- Designed for Medical Information teams
- Explains the voice-and-email intake workflow
- Summarizes control, review and operating-model considerations
Request a demo
See where IRMS Assist fits your process and inquiry volumes.
Request a focused 30-minute discussion and demonstration. We will map where case-handling time accumulates, discuss the right level of assistance and identify a practical starting point.
- Length
- 30 minutes
- Covers
- Your current process and inquiry volumes
- Outcome
- A practical starting point and appropriate level of automation
IRMS Assist for IRMS MAX. Human review by default.
FAQs
What Medical Information teams ask first.
Does IRMS Assist replace IRMS MAX?
No. IRMS MAX remains the Medical Information system of record. IRMS Assist is the first mile into IRMS MAX, not a parallel AI channel; the structured case, reporting and audit trail live in IRMS MAX.
How much automation is mandatory?
None. Teams can start with human-in-the-loop capture and drafting, then consider higher automation for defined inquiry types when their governance allows.
What happens with a possible adverse event or product complaint?
Potential adverse events and product complaints can be identified and routed for trained review. The determination and next steps stay with trained teams.
Do we have to change our contact center arrangement?
No. IRMS Assist can support an in-house model or work alongside the contact center support you retain.
What is the expected commercial outcome?
IRMS Assist is designed to reduce the manual work behind each case, including duplicate entry, drafting, triage and reconstruction. Actual impact depends on inquiry volumes, workflow and configuration.
What does the demo request cover?
Your current process and inquiry volumes. We map where case-handling time accumulates, discuss the appropriate level of assistance, demonstrate the relevant workflow and identify a practical starting point.