Pharmaceuticals
Field force support, distributor ordering and adverse event intake in Bangla, with a hard line at anything clinical.
A pharmaceutical manufacturer here is running two high-volume Bangla voice operations that rarely get treated as one problem. The first is the field: hundreds or thousands of medical representatives calling head office about stock availability, sample allocation, tour plans, expense claims and incentive calculations, almost all of it answerable from systems that already hold the data. The second is distribution: depots, distributors and pharmacies placing orders, chasing deliveries, asking about credit limits, batch availability and expiry returns. Underneath both sits a regulated obligation, because adverse event and product complaint reports arrive by phone in Bangla and must be captured completely and consistently or they are not usable. We deploy one engine across all three, and we stop it well short of anything clinical.
The problem before the product.
The field force calls head office all day
Stock, samples, tour plans, claims and incentives. Every one of those answers sits in a system, and every one of them currently costs a head office person a phone call.
Orders arrive by phone and get re-keyed
Distributors and pharmacies phone orders in. Someone types them into the ERP. That step is where the wrong strength, the wrong pack size and the wrong quantity enter the system.
Adverse event reports arrive unstructured
A regulated report captured as a free-text callback note is incomplete by default, and incomplete pharmacovigilance records are a regulatory exposure, not an admin inconvenience.
Drug names are hostile to speech recognition
Brand names, generic names, strengths and pack sizes spoken in mixed Bangla and English are exactly the inputs a general-purpose speech stack gets wrong, and a wrong strength is not a typo.
Built against your
systems of record.
Medical representative support line
Stock and batch availability, sample allocation, tour plan confirmation, expense claim status and incentive calculation, read from your ERP and SFA after representative verification.
Distributor and pharmacy ordering
Orders taken by voice against your live product master, with the engine confirming molecule, strength and pack size back before committing, then writing the order into your ERP with credit limit and outstanding balance checked.
Structured adverse event and complaint intake
A consistent capture of the reporter, the patient details permitted, the product, batch and expiry, what happened and when, routed to your pharmacovigilance team as a complete record with the call recording attached.
A product vocabulary that is actually tuned
Recognition tuned to your own product master: brand names, generics, strengths and pack sizes, in Bangla and English. Ambiguous items are read back for confirmation rather than guessed.
A clinical boundary that is structural
Dosage, indication, interaction, substitution and suitability questions route to a qualified person. This is enforced in flow design, not requested of the model.
Your systems stay yours.
Nothing here is a replacement platform. The engine reads from and writes to what you already run.
- ERP and inventory, including batch and expiry tracking
- Sales force automation and field reporting platforms
- Distributor management and secondary sales systems
- Pharmacovigilance and complaint management systems
- HR and payroll for field force claims and incentives
- SMS and WhatsApp for order confirmations
What it will not do.
The constraints are the product. A system that cannot be audited cannot be approved.
- No clinical advice of any kind: no dosage, indication, interaction or substitution guidance. Enforced in flow design rather than prompt text.
- Adverse event reports are captured and routed on a defined timeline, never triaged or assessed for causality by the engine.
- Product information is served only from your approved product master and approved materials.
- Append-only call recording and transcripts retained alongside each pharmacovigilance record, retention set by you.
- Deployable on-premise or in your own tenancy, with PII masked before any prompt leaves your boundary.
Why this sector
works differently here.
The regulators, the systems and the operating reality that decide whether a deployment in this sector actually survives contact with your environment.
A domestically supplied market
Bangladesh is unusual in that local manufacturers supply the overwhelming majority of domestic demand, and the sector is an established exporter. That means large national field forces and deep distribution reach, which is precisely the operational shape that generates constant Bangla voice traffic.
DGDA is the regulator to design around
The Directorate General of Drug Administration governs the sector, including pharmacovigilance expectations. Any voice system touching adverse event reports has to produce records that survive inspection, which is a design constraint from day one rather than a later addition.
Field forces are large and rural
Representatives work across districts on mobile networks of varying quality, in Bangla. A support channel that assumes a stable data connection or an English interface will not be used by the people it is for.
The pharmacy counter is the real last mile
A very large share of retail pharmacies are small independents ordering by phone. Any ordering automation that assumes a portal login misses most of the network.
The first build, in about 30 days.
One division's field force support line: stock, samples and claim status, plus structured adverse event intake. Voice in Bangla and English.
- Representative verification against your SFA or HR system
- Stock, batch and expiry lookups from your ERP
- Sample allocation and expense claim status
- Product vocabulary tuned to your own product master
- Structured adverse event capture routed to pharmacovigilance
Scoping everything at once is how these projects fail. These come after the first build is answering real calls.
- Distributor and pharmacy order placement, usually phase two
- Incentive calculation, which needs the commission rules modelled
- Secondary sales capture
- Outbound campaigns to the retail network
If three of these are true, book the diagnostic.
Your head office spends its day answering field force calls.
Phoned-in orders are re-keyed by hand into your ERP.
Adverse event reports reach pharmacovigilance as free text.
Order errors on strength or pack size are a recurring cost.
Representatives cannot check stock without calling someone.
Can it answer a question about dosage?
No. Dosage, indication, interaction and substitution all route to a qualified person, and the boundary is in the flow rather than in a prompt, because a model told to avoid a topic will eventually address it anyway.
How do you stop it mishearing a drug name?
Recognition is tuned to your own product master rather than a general vocabulary, and anything ambiguous is read back for confirmation before it is committed. On an order, a wrong strength is not an acceptable failure mode, so the engine confirms rather than assumes.
Is it allowed to take an adverse event report?
It captures and routes one completely and consistently, with the recording attached. It does not assess causality or seriousness. Those are judgements for your pharmacovigilance team, and the record it produces is designed to be the input to that judgement.
A diagnostic, then a written scope.
Forty-five minutes on your call mix and your systems. You get the findings in writing inside 72 hours, and they are yours whether or not we work together.