Lifelink Systems and Genentech to Work Together on a New...

Lifelink Systems and Genentech to Work Together on a New Conversational Patient Experience Platform

Healthcare Tech Outlook | Monday, October 25, 2021

Lifelink Systems offer Genentech a platform to provide smart digital assistants for clinical trial participants, patients, caregivers, and clinicians.

FREMONT, CA: “Genentech is an industry leader and innovator and it’s a privilege to be on the digital transformation journey with them,” says Greg Johnsen, CEO at Lifelink Systems. Lifelink Systems enters into a strategic agreement with Genentech to provide a spectrum of sophisticated conversational technology solutions to support the biotechnology company's broad range of patient experience initiatives. Genentech will use Lifelink Systems' platform to enable smart digital assistants to deliver individualized guidance and support to clinical trial participants, patients, carers, and providers regarding clinical research programs and licensed treatments.

“We see an immense opportunity to use conversational AI to shift the dialogue between pharmaceutical companies and their customers to something that is consumer-friendly and accessible. Smart digital assistants that use language to interact with people on their mobile devices is the path forward,” adds Johnsen

The Lifelink Systems platform is highly adaptable and capable of addressing various crucial touchpoints throughout the therapy lifecycle, from study enrollment to post-approval patient monitoring. As Genentech expands its conversational technology throughout its portfolio, the businesses collaborate closely to discover the further potential for development, including pre-protocol testing with patients, real-time site satisfaction surveys, study eConsent, and patient-reported results.

“We are prioritizing investment in patient-facing innovation and believe that conversational digital technology represents a key next generation consumer interface,” says Nikheel Kolatkar, MD MPH, Vice President, Scientific Operations at Genentech. “We are working with Lifelink Systems because their platform gives us the ability to digitally engage all demographic groups through intuitive interactive messaging which drives high engagement and satisfaction rates. This capability is especially critical as we see significant growth in decentralized clinical trials and continue to invest in our ability to increase access for disadvantaged communities.”

Although more than 80 percent of adults in the United States own a smartphone, traditional healthcare mobile apps have proven unable to gain traction among consumers due to their complexity and high onboarding friction. Conversational AI makes it simple for any user to participate by leveraging native SMS and internet interfaces with automated, language-based messaging. Conversational solutions are adaptable to various workflows, including study awareness, satisfaction surveys, frequently asked questions, adherence, and patient-reported results.

The technology from Lifelink Systems is available in configurations that are optimized for clinical trial programs and medical information desks.

Digital navigators will contact prospective clinical trial participants via their mobile devices, regardless of their location, to educate them about the experiment, collect transportation preferences, assist them with consent, and assess satisfaction.

Approved medical information and support resources on dosing, adverse effects, safety, and support programs are being converted from lengthy clinical documents to simple, conversational interfaces that enable patients, caregivers, and providers to obtain answers to frequently asked questions (FAQs) on-demand.

Genentech will also leverage the Lifelink Systems technology to aid increase clinical trial diversity and inclusive research initiatives. People of color continue to be disproportionately underrepresented in clinical research, and Genentech is committed to changing that.

“Through smart, language-based interactions, digital navigators can lower traditional barriers to participate in critical clinical research,” adds Kolatkar. “Conversational digital technology from Lifelink Systems will enable us to help bring advanced science to every patient community, regardless of location, race, gender, income, or age.”

Smartphone penetration is 86 percent in underserved, lower-income regions, and 26 percent use smartphones as their primary digital device. Lifelink Systems powers digital navigators that leverage language and conversational AI to make clinical research participation simple for everyone. 

Digital navigators can answer trial-related inquiries, assist participants with onboarding and enrollment processes, and provide ongoing support throughout the trial while utilizing culturally appropriate language and strategies.

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