Merck

Transforming MS Care with an AI Chatbot Solution.

Merck sought to strengthen its engagement with healthcare professionals (HCPs) and enhance the brand awareness of Mavenclad, their cutting-edge treatment for Multiple Sclerosis (MS).

The challenge was to provide streamlined, personalized, and reliable information while addressing the diverse needs of neurologists across different personas (Driver, Expressive, Analytical, and Amiable).

We collaborated with Merck to conceptualize and prototype NeuroConnect, an AI-powered chatbot integrated with WhatsApp, tailored to address the challenges HCPs face in MS care.

NeuroConnect serves as a virtual assistant to:

Provide instant and reliable medical insights about MS and Mavenclad.
Support patient management through advanced diagnostic tools.
Simplify access to patient affordability programs and educational content.
Promote continuous learning via updates on medical conferences, webinars, and expert-led videos.

Implementation

1- Personalized AI Chatbot Development

Along with the team at 2MO designed a WhatsApp-based AI chatbot prototype to address the diverse needs of neurologists:

2- Persona-Centric Tools:

Drivers: Quick, actionable resources like Mavenclad dose calculators and treatment impact data.
Expressives: Interactive educational content, webinars, and networking opportunities.
Analyticals: Data-driven case studies, SMPCs, and safety insights.
Amiables: Patient support program tools and empathetic engagement features.

3- User-Friendly Features
The chatbot offered an intuitive menu to select services, including:

Mavenclad dose calculations and medical updates.
Diagnostic support with MRI uploads for AI-guided recommendations.
Direct access to Merck experts for escalated queries.
Event notifications, educational reels, and expert testimonials.
Patient affordability programs like the Rawan Program.