Johnson & Johnson MedTech China Partners with Laiye to Deploy Six AI-Powered Chatbots for Thousands of Medical Representatives

Johnson & Johnson (Shanghai) Medical Devices Co., Ltd. (hereinafter referred to as: Johnson & Johnson Medical), a subsidiary ofJohnson & Johnson: One of the World’s Most Comprehensive and Widely Distributed Healthcare CompaniesSince entering the Chinese market in 1994, Johnson & Johnson MedTech has focused on the fields of surgery, orthopedics, and cardiovascular and specialty solutions. Through continuous investment and research and development, it is committed to providing high-quality medical products and services to patients in China. Meanwhile, by collaborating with partners across the spectrum, it actively promotes the development of China’s healthcare industry, enhancing vitality for patients and enabling people to enjoy healthier lives.

As an industry leader in the pharmaceutical and medical sector, Johnson & Johnson Medical has thousands of pharmaceutical sales representatives who require rapid responses and query support across various domains, includingMultiple Systems, Multiple Business Departments, requiredProfessional Judgmentwhile simultaneously, forResponse TimelinessThere are also high requirements.

To provide more compliant and timely responses and inquiries for representatives, and to further advance the enterprise's digital and intelligent transformation, Johnson & Johnson Medical has selected Laiye Technology's conversational AI products to buildProduct Registration Certificate Inquiry, Medical Literature Search, Supply Chain-Related Queries, System Operation Guidance, Compliance Q&A, and Event Participation Knowledge Q&A6 Major Intelligent Chatbots, coveringBusiness and Multiple Functional Support Departments, reducing time spent on repetitive tasks and improving internal and external satisfaction.

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To better popularize compliance knowledge, foster a culture of compliance among employees, strengthen management measures, and mitigate compliance risks, Johnson & Johnson MedTech has implemented a Compliance Process Guidance Bot to free up human resources and accelerate response times. Through the Compliance Process Guidance Bot, sales representatives canAnytime, AnywhereConduct inquiries and queries.

Average annual file retrieval time fromOver 1,000 Hours Reduced to Nearly 100 Hours; annual averageCommunication Efficiency Increased by Nearly 5-Fold; the average annual time required for submitting relevant materials alsoReduced to approximately one-third of the original duration, comprehensively improving communication and response efficiency at every stage to provide a better work experience and save time for both submitters (such as sales representatives) and process liaisons.

The Medical Device Product Registration Certificate refers to a systematic evaluation of the safety and efficacy of medical devices intended for market sale and use, conducted in accordance with statutory procedures. It is also one of the key documents that pharmaceutical sales representatives often need to provide during the sales process. Pharmaceutical sales representatives typically obtain this certificate from relevant personnel through various consultation channels, based on specific business needs. For Johnson & Johnson Medical,Massive Business Volume, Product Diversity, requiring the contact person to search through numerous product registration certificates,While timeliness is difficult to guarantee, it is also challenging to enforce controls from the perspective of authorization compliance.。

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Following the launch of the product registration certificate inquiry bot, the conversational bot can automatically engage in multi-turn dialogues toIdentify the registration certificate information requested by employees and send it to them.. Meanwhile, the product registration certificate query robot can alsoAutomatically verify whether the downloading user has the required permissions, and based on the usage scenario,Apply Watermark to Product Registration Certificate Documents, to ensure the scope of document usage and prevent risks such as unauthorized use of critical credentials.

In the daily sales activities of pharmaceutical representatives, it is not only necessary to provide clients with qualification documents such as product registration certificates, but also to supply more specialized literature based on specific needs. These documents not onlyHuge Volume, Diverse Channels, and are often distributed across various internal and external literature databases. For each literature request, staff members typically need to1–3 days...time is required for retrieval and processing, which not only incurs substantial labor costs but also places high demands on staff’s professional judgment and familiarity with different databases.

(Knowledge Graph Diagram, Not a Real Customer Scenario)

To this end, Laiye Technology has built a knowledge graph-based medical literature Q&A bot for Johnson & Johnson Medical by constructing a literature knowledge graph,Supports literature search via a single sentence., the search results include text and dynamic graphics. Pharmaceutical representatives can perform extended searches directly on the graphics as needed, reducing the average time required to retrieve literature fromThe aforementioned duration of several days has been reduced to approximately a few seconds., which not only enables faster fulfillment of business personnel’s requirements but also significantly improves the utilization rates of various database systems.

“After Johnson & Johnson Medical’s conversational AI bots went live, they provided sales representatives with more timely and professional responses, improving the speed and satisfaction of internal employees in accessing information. Information retrieval has become more efficient and accurate, while communication costs have gradually decreased. Meanwhile, continuous data accumulation and mining will further enhance the bots’ response capabilities, leading to improved accuracy and broader question coverage.”

Lu Xiaoming

Head of Market Access and Digital Innovation, Johnson & Johnson Medical

Head of Information Technology, Cardiovascular & Specialty Solutions, Johnson & Johnson MedTech

With the widespread adoption of conversational AI products, an increasing number of enterprises are deploying fully or semi-automated chatbots in scenarios such as customer service, IT support, marketing, and internal Q&A to reduce costs and improve efficiency. Particularly amid labor shortages during the pandemic, chatbots have played a critical role in promptly addressing manpower gaps. Chatbots and conversational AI platforms have become essential infrastructure in the digital transformation journey of government agencies and enterprises.