After doubling down on digital with decentralized, or siteless, clinical trials during the COVID-19 pandemic, the contract research service provider has added AI to its contact center team to help human agents respond to inquiries. IQVIA unveiled the tool Wednesday. IQVIA's medical information contact center team responds to inquiries from consumers, patients and healthcare professionals in 50 languages across more than 170 countries 24/7, and it needs some help. In step AI-powered virtual agents, which will aid humans in triaging and answering questions about new products and related therapies. The team also monitors product quality and safety by capturing information on adverse events and other product complaints.