From First Contact to Case Record: AI-Powered Pharmacovigilance Intake with AWS Connect

 Drug safety hotlines have operated the same way for decades. An agent picks up a call, listens, and types what they hear into a case management system. When the call ends, they review their notes, fill in gaps, and route the case for medical review. It is a process built on human attention and manual transcription — and it has not fundamentally changed since PV call centres first came into existence.



The volume of adverse event reports, however, has increased. Global drug portfolios now generate case volumes growing to 20% annually. A serious adverse event reported at 11 PM in one time zone triggers regulatory obligations that don’t wait for business hours in another. And a missed or inaccurately transcribed seriousness criterion can have consequences that reach from the case record all the way to a regulatory inspection.

This is the operational context in which AWS Connect telephony for pharmacovigilance is gaining serious attention from drug safety teams. Not as a replacement for qualified PV professionals, but as an infrastructure layer that removes the manual bottlenecks before, during, and after the call — so professionals can focus on work that actually requires them.

This blog outlines how a connected, AI-powered intake architecture can transform pharmacovigilance case intake from first contact through structured extraction and case creation.

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