Partner Content

Deliver a better HCP experience with agentic AI reps, MSLs and FRMs

Agentic AI unlocks a new frontier for reach, scale and efficiency бк reshaping how providers experience brand interactions.

Dan Cornwell

September 30, 2025

11:27 am

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Pharma brands are bringing incredible new therapies to market. But for healthcare providers (HCPs), the experience of accessing and prescribing those therapies is increasingly weighed down by administrative barriers. Coverage hurdles and cost considerations add friction, which make the prescribing journey harder than it should be. At the same time, in-person access for pharma sales reps, medical science liaisons (MSLs) and field reimbursement managers (FRMs) is shrinking as expectations are rising. The result: Providers need new kinds of support, delivered with greater speed, efficiency and precision.

Lower access, higher expectations

Field reps today have access to less than half of HCP offices, limiting their ability to build the personal connections that once drove engagement. MSLs are under pressure to explain increasingly complex science while working within stricter compliance boundaries. FRMs, meanwhile, face growing case volumes and ever more complicated payer requirements. As a result, the number of “jobs-to-be-done” for these roles continues to grow, while their capacity to deliver on them becomes more constrained. The gap between what HCPs need and what field teams can provide is widening every year.

HCPs still value interactions with pharmaceutical companies but only if they are relevant, accurate and on-demand.

Meet the AI agents

PrescriberPoint has developed a suite of AI agents that can help you expand brand reach and scale while improving the HCP experience. Agentic AI goes beyond generative, Q&A-based AI by performing “jobs-to-be-done,“ delivering purposeful, role-based support rather than passive, general responses. Each one is designed to solve the pain points providers encounter most often:

• REP.AI (“Riley”) is a digital sales representative designed to be available whenever providers need support. Riley can answer label questions for every FDA-approved drug, provide product details, share prescribing information and process sample orders.

• MSL.AI (“Candice”) is the scientific guide. Candice draws from a drug’s clinical trials data and peer-reviewed literature to provide accurate, compliant answers across broad or deep scientific topics.

• FRM.AI (“Alex”) is the access enabler. Alex helps providers navigate payer and formulary complexity for a given drug, guiding them through steps that would otherwise stall patient access.

Together, these agents can support HCP interactions, moving the experience from fragmented to seamless — delivering clarity and support at the moment of need.

This isn’t the AI you know

Everyone’s seen the hype about chatbots and copilots. But agentic AI is different: It’s about solving the real jobs HCPs need done every day.

• Purpose-built agentic AI, not just chat. REP.AI, MSL.AI and FRM.AI perform valuable tasks, such as answering drug label questions, facilitating sample orders and answering drug formulary questions so that they feel relevant and useful.

• Focused on jobs-to-be-done. By connecting directly to PrescriberPoint’s systems and data, including claims, coverage and prescribing insights, agentic AI solves the high-friction tasks that slow HCPs down, interactions practical and actionable.

• Integrated omnichannel activation. The agents can work seamlessly with one another, creating a unified experience for HCPs across voice, chat/SMS, email, virtual sales and more. HCPs engage more because they see a single, coordinated journey instead of disconnected touchpoints

• Highly scalable and parallel. The agents can coordinate interactions in parallel, enabling scale that goes beyond human capacity. They can navigate phone trees and wait on hold as long as necessary, ensuring providers get connected without added burden.

• Accurate, safe and reliable. Agents are built to provide consistent, up-to-date answers drawing from approved information and trusted sources. All interactions are recorded, enabling an audit trail of activity. AE/PC sensing and reporting can be turned on to ensure the proper capture and reporting of these events.

• Designed to enhance field teams. These agents handle routine, information-heavy tasks so human teams can focus on strategic, trust-building conversations — reflecting today’s access, science and regulatory realities.

A better customer experience

The true power of agentic AI lies in how it reshapes the HCP experience. Unlike traditional channels that depend on availability, AI agents are designed to provide 24/7 support. They can handle simultaneous conversations at massive scale, remain patient and help keep administrative tasks on track.

For providers, this means:

• Timely, compliant answers to medical questions, available when providers need them.

• Streamlined navigation of payer and formulary hurdles, minimizing burden for HCPs.

• Consistent, frustration-free engagement across chat, SMS, voice, email and virtual sales.

For brands, this creates stronger engagement, higher efficiency and measurable ROI. For providers, it’s a smoother, more respectful experience that adapts to their workflow. And for patients, it translates into faster access to life-changing medicines.

Powered by Engage

Behind these agents is Engage, PrescriberPoint’s proprietary demand-side platform. Engage acts as an omnichannel marketing engine that activates target HCPs and integrates them into a prescribing support ecosystem.

It spans owned, paid and earned channels, from chat and SMS to voice, email and virtual sales, while continuously optimizing through real-time data insights. The results speak for themselves:

• 500k+ monthly active users

• 5.4M+ HCPs reached

• 35k supported drugs across 50+ therapeutic areas

• 20x marketing efficiency

• 5-10x ROI for brands

For HCPs, this means faster answers and less friction. For brands, it means scalable engagement that drives measurable prescribing outcomes.

See agentic AI in action

The future of HCP engagement is already here, and it’s happening every day inside PrescriberPoint’s ecosystem. With REP.AI, MSL.AI and FRM.AI powered by Engage, brands can deliver connected, compliant support that’s designed to be available when providers need it most.

Ready to see what agentic AI can do for your brand? Book a demo today and experience firsthand how PrescriberPoint’s AI agents are redefining the future of pharma engagement.

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