A field rep knowledge assistant that answers mid-call from approved content only, cited to the page
Rep questions answered in seconds from approved content, cited to the page.
See one case, screen by screen ↓An assistant pharma sales reps and key account managers use during a call to answer product questions. Field Rep Knowledge Assistant answers only from the current label and approved, in-date materials, quoting the approved words with their job code and page, and sends anything beyond them to Medical Information, or to field reimbursement when an office needs help with one patient's coverage.
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A physician asks a product question and the rep has seconds. The approved answer usually exists — a section of the US Prescribing Information, a dosing card, an approved leave-behind with its job code — but it sits in a content portal among hundreds of items, many of them rarely opened. So reps answer from memory, scroll for minutes while the physician waits, or promise to get back and lose the moment.
The risk sits in the follow-up. “What does the label say about pregnancy?” has an approved answer; “Can she stay on it through the third trimester?” does not, and one improvised sentence is off-label promotion. An unsolicited request belongs with Medical Information, in the physician's own words — not in a rep's summary written up after the call, if it is written up at all. And when an office asks for help with one patient's prior authorization, the rep may not take the patient's details; field reimbursement handles it with the office.
Estimated split of a field rep's week on product questions, by hand and with the solution.
Six agents sort each question, quote the approved statement, guard the line and route the rest to Medical Information or access support; the rep confirms each referral.
Sam Patel, a Northwind Bio sales representative in Seattle, is in a call with Dr. Elena Ruiz at Northlake Skin Clinic. Northwind Bio sells Veltrimab, a 150 mg pen for plaque psoriasis and psoriatic arthritis, and Corventa. Here is the call, and the day around it, screen by screen in the working solution.
Dr. Ruiz asks about dosing after the two starter doses. The answer is an approved statement stamped USPI v7 · §2.1, page 2 of the Veltrimab label: “150 mg administered by subcutaneous injection at Week 0, Week 4, and every 12 weeks thereafter.” The label page opens beside it with the passage highlighted, and the dosing & administration card is offered to show her or to send as the approved email.
“Hi Sam — ask me any Veltrimab or Corventa question. I answer only from the labels and approved materials, and I tell you when a question needs Medical Information or Northwind Access.”
Sam types “What does the label say about pregnancy?” The classifier marks it on-label, specific populations. The finder searches 186 approved items and matches label §8.1. The composer quotes §8.1 word for word, stamped USPI v7 · §8.1, page 7, and the boundary guard passes all six checks — approved, current sources; the approved words; within the approved uses; no comparison; no advice on a patient's care; logged.
“That is everything the label says. A question beyond it goes to Medical Information.”
Dr. Ruiz asks whether her patient can stay on Veltrimab through the third trimester. The classifier marks it beyond the label: §8.1 gives no direction on continuing treatment. The composer writes nothing and the guard stops the answer. A red dashed line appears in the conversation, and below it a Medical Information request pre-filled with Dr. Ruiz's name, practice, product and her words.
“The approved line — approved content ends here · the answer stops.”
The send button stays disabled until Sam ticks “Dr. Ruiz asked this on her own — I did not prompt it”. The request goes as MIR-26-04417, with reply by email. The referral composer records the question as asked, never Sam's commentary, and the request is logged to the call.
“Dr. Lena Ortiz's team will reply to Dr. Ruiz directly, usually within 2 business days. Please don't follow up on the content.”
Dr. Ruiz says one of her patients was denied prior authorization and asks whether Northwind Bio can help with the appeal. A rep does not handle a patient's coverage or paperwork under field policy FP-07 §4.2, so the assistant pre-fills an access support request for Northwind Access field reimbursement: Northlake Skin Clinic, the practice manager as contact, Veltrimab 150 mg pen, the payer to confirm, and the help needed — prior authorization denied, appeal support. Patient details: none taken; the office shares them with Northwind Access directly. Sam confirms the details and sends it, and a reimbursement manager calls the office within one business day.
“Please don't take the patient's details. I pre-filled the request — check it and send.”
Dana owns the assistant for the immunology field team: 412 questions today from 168 reps and account managers. Inside the line, most are answered from the label, 74 from approved material and 18 with an approved redirect. Thirteen wait on the line with no approved answer; 38 went to Medical Information and 7 to Northwind Access for help with one patient's coverage.
The question log shows the rep, the physician who asked, the product, topic, outcome, source and seconds to answer. Aisha Bello's 10:05 question about a prior authorization appeal for one of Dr. Chen's patients shows as Access support, sourced to field policy FP-07. One click exports it for compliance.
“All 412 from today are on the record.”
Is there a free sharps container program for Veltrimab patients? The Medication Guide covers disposing of used pens, and the assistant quoted only that. Dana chooses what happens next: request a new approved answer, which Priya Raman and the review committee approve; point to an existing approved item; or send these questions to Medical Information.
“No approved answer — you decide.” Asked 14 times this month.
Veltrimab label v7 went live on Sep 30 with new wording in section 5.4. The assistant re-checked every saved answer the same day: 3 re-quoted from v7, none still uses v6. The pen storage leave-behind, NWB-VEL-US-0441, expires Nov 14, 2026, and its renewal is with the review committee. Retired versions stay on the record and are never quoted.
In the last 7 days: 2,184 questions from 351 reps, 85.5% answered inside the line, a median of 7 seconds from question typed to approved answer, and 238 sent outside the line — 203 to Medical Information and 35 to Northwind Access. New hires ask about other conditions most, at 4.8% of their questions.
“New hires ask about other conditions most — the assistant’s answer ‘not an approved use’ doubles as training.”
The same questions, seen by the five people who carry them — what their week looked like, and what it looks like now.
Six agents sort each question, quote the approved statement, guard the line and route the rest to Medical Information or access support; the rep confirms each referral.
Reads each rep question and decides what it is: on-label, unapproved use, comparison, savings and access, one patient's coverage, or something with no approved answer.
Searches only the approved, in-date library — labels, Medication Guides and review-committee-approved items — and returns the passages that answer the question, with item, version, section and page.
Builds the rep's answer from the approved words — quoted, with section and page — attaches Important Safety Information to efficacy answers and the boxed warning to every Corventa answer, and offers the approved item to show or the approved email.
Checks every answer before the rep sees it: approved and current sources, no paraphrase, within the approved uses, no comparisons, no advice on a patient's care, logged.
Drafts the Medical Information request in the physician's own words and, after the rep confirms it was unprompted, sends it and logs it to the call.
Spots a request for help with one patient's coverage, prior authorization or appeal, pre-fills the Northwind Access request with the office, contact, product, payer and help needed, and tracks the one-business-day callback.
Confirms each referral and access request. The agents propose; a named person decides.
Reps type or say the question as the physician asked it. The answer is the approved words with their source — or the approved line, and a referral.
What's the dosing after the two starter doses?
From the label, USPI v7 §2.1: “150 mg administered by subcutaneous injection at Week 0, Week 4, and every 12 weeks thereafter.” To show Dr. Ruiz: the dosing & administration card.
What does the label say about pregnancy?
From the label, USPI v7 §8.1: “Available data from case reports with VELTRIMAB use in pregnant women are insufficient to evaluate a drug-associated risk of major birth defects, miscarriage, or other adverse maternal or fetal outcomes. Human IgG is known to cross the placental barrier.” That is everything the label says. A question beyond it goes to Medical Information.
Is Veltrimab better than the other biologics?
There are no head-to-head studies against other biologics in the approved labeling, so don't compare. Share Veltrimab's own results instead — quoted from the label, with Important Safety Information attached.
Does Veltrimab work in hidradenitis suppurativa?
Veltrimab is approved for plaque psoriasis and psoriatic arthritis in adults. Hidradenitis suppurativa is not an approved use, so I can't answer it — and it shouldn't be discussed in the call. If Dr. Ruiz asked on her own, Medical Information can answer her directly.
12 screens from the working solution, on its sample data. Pick one to see it large.
Where the line sits, where questions go when they leave it, and who decides — all settings, with the locked ones owned by compliance.
| Setting | Default | Choose from |
|---|---|---|
| Quote approved wording only | On | Locked by compliance |
| Attach Important Safety Information to efficacy answers | On | Locked by compliance |
| Stop comparisons unless an approved item makes them | On — reps get the approved redirect | On · Off |
| Children and pregnancy beyond the label go to Medical Information | On — the assistant quotes §8 and offers a request | On · Off |
| Tell reps when an approved item they use is about to expire | Off | On (a heads-up from 60 days before the date) or Off |
| Unapproved use, asked unprompted | Medical Information — US · 2 business days | Medical Information — US, 2 business days, or a medical science liaison for the territory |
| One patient's coverage | Northwind Access field reimbursement · 1 business day | Northwind Access field reimbursement, within 1 business day or the same day |
| New approved answers | Priya Raman + review committee | Priya Raman + review committee, or the review committee only |
Every figure is labelled: a target the solution is built to, an estimate, a typical published result, or a proven one.
“demo” = seen in the working solution, on its sample data · “target” = the design goal, measured in the live solution · “estimated” = our estimate · “typical” = published figures (Veeva Pulse content engagement data — 77% of approved content rarely or never used; US Department of Justice, GSK settlement of $3 billion, 2012). Context: FDA draft guidance on responding to unsolicited requests for off-label information (2011); 21 CFR 202.1 (fair balance); FDA final guidance on scientific information on unapproved uses (2025). Northwind Bio, Veltrimab, Corventa and the people named on this page are fictional — characters and sample data in the working solution.
An assistant pharma sales reps and key account managers use during a call to answer product questions. Field Rep Knowledge Assistant answers only from the current label and approved, in-date materials, quoting the approved words with their job code and page, and sends anything beyond them to Medical Information, or to field reimbursement when an office needs help with one patient's coverage.
It does not answer them. The question classifier marks the question as an unapproved use or beyond the label, the composer writes nothing and the boundary guard stops the answer at the approved line. The assistant then offers a Medical Information request in the physician's own words, which the rep sends only after confirming the physician asked unprompted.
No. Answers are the label's or an approved item's own words, quoted with section and page — no paraphrase beyond them. Efficacy answers carry Important Safety Information, and when nothing approved answers a question the assistant says so and logs it for the field excellence team.
The rep does not take the patient's details or the paperwork. The access router pre-fills a request for Northwind Access field reimbursement with the office, contact, product, payer and the help needed — such as a prior authorization appeal — and tracks the one-business-day callback. The rep confirms the details and sends it; the office shares the patient's details with field reimbursement directly.
Only approved, in-date items can be quoted; expired, retired and draft items are invisible to the assistant. When Veltrimab label v7 went live, every saved answer was re-checked the same day and 3 were re-quoted from v7. Items close to expiry are flagged for renewal.
Yes. Every question, answer, refusal, request and decision is on the record with its sources and timing, and the question log exports for compliance. The locked rules — such as quoting approved wording only — are owned by commercial compliance.
Yes. The agents answer only inside the approved line; nothing leaves it without a person. The rep confirms every Medical Information request and access request, the field excellence lead decides on questions with no approved answer, and new wording is approved by the brand manager and the review committee.
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