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Press Releases

Biogen Chooses Lexalytics® to Improve Customer Care with New AI-Based Text Analytics System

Lexalytics®, the leader in “words-first” machine learning and artificial intelligence, announced today that it is working with Biogen Japan LTD. to create a system to respond faster and more accurately to questions it receives from patients, the media, physicians and other constituents at its Medical Information Department (MID). The semi-custom application leverages the Lexalytics Pharmaceutical […]

Technology Will Be Deployed in Biogen Japan’s Medical Information Office to Help Operators Quickly and Accurately Reply to Constituent Questions

Lexalytics®, the leader in “words-first” machine learning and artificial intelligence, announced today that it is working with Biogen Japan LTD. to create a system to respond faster and more accurately to questions it receives from patients, the media, physicians and other constituents at its Medical Information Department (MID). The semi-custom application leverages the Lexalytics Pharmaceutical Industry Pack and combines machine learning (ML) and artificial intelligence (AI) with natural language processing (NLP) to immediately understand what conditions, drugs, ailments or issues a constituent is calling about and deliver a proper response.

call medical information office, system assists with answer finding, caller receives answer

When a Biogen constituent calls into the MID, an operator is expected to provide a timely and accurate response. To achieve this goal under the current system, the operator has access to a database of frequently asked questions (FAQs), as well as product information brochures and other resources. If the operator is not able to answer the caller within one minute, the call is escalated to a Medical Director, which is costly for Biogen and frustrating for the caller. By combining machine learning and keyword search in a unified platform, the Lexalytics system is designed to reduce average call time without sacrificing quality of responses, reduce the number of calls that need to be referred to a Medical Director and consolidate the institutional knowledge located in disparate sources and databases, making it available across the organization.

“We’ve worked with Lexalytics for years on programs surrounding Voice of the Patient, Voice of the Key Opinion Leader (KoL) and social media monitoring, and they’ve always been a key partner,” said Keith Ho, Director, Customer Focus and Medical Digital at Biogen. “Traditionally, the thinking in the pharma and neuroscience industries has been that the specific terminology is so arcane and the data so unstructured that machines couldn’t possibly be trained to tackle some of our most difficult problems, but early testing with Lexalytics has been very promising. We believe this system is a first for pharma, and we’re excited to see how it improves our customer care.”

“We’re honored to grow our relationship with the neuroscience pioneers at Biogen,” said Jeff Catlin, CEO at Lexalytics. “We’ve been expanding our expertise in pharma for years, and this new system we’re creating with Biogen is a great example of how AI and NLP, when deployed the right way, can solve some very real business problems.”

The new Lexalytics system has been trained using proprietary data from Biogen Japan LTD., including transcripts from call logs, product information brochures and internal FAQ documents. While the system is currently being tested in a call center-type environment, Biogen believes that it shows promise for use at all constituent touchpoints, whether email, social media, chatbots or even a physician’s desk. The initial prototype system represents a transcontinental collaboration which took approximately a month to develop and is expected to be in full production by early 2020. Given the complexity of the Japanese language, Biogen and Lexalytics are confident the success of this pilot can be replicated for other languages and geographies.

About Biogen

At Biogen, our mission is clear: we are pioneers in neuroscience. Biogen discovers, develops, and delivers worldwide innovative therapies for people living with serious neurological and neurodegenerative diseases as well as related therapeutic adjacencies. One of the world’s first global biotechnology companies, Biogen was founded in 1978 by Charles Weissmann, Heinz Schaller, Kenneth Murray, and Nobel Prize winners Walter Gilbert and Phillip Sharp, and today has the leading portfolio of medicines to treat multiple sclerosis, has introduced the first approved treatment for spinal muscular atrophy, and is focused on advancing neuroscience research programs in MS and neuroimmunology, Alzheimer’s disease and dementia, movement disorders, neuromuscular disorders, acute neurology, neurocognitive disorders, pain, and ophthalmology. Biogen also commercializes biosimilars of advanced biologics.

We routinely post information that may be important to investors on our website at www.biogen.com. To learn more, please visit www.biogen.com and follow us on social media – TwitterLinkedInFacebook,YouTube.

About Lexalytics®

Lexalytics processes billions of words every day, globally, for data analytics companies and enterprise data analyst teams that need to tell powerful stories from text data. The company’s Salience®, Semantria® and Lexalytics Intelligence Platform™ products combine natural language processing with artificial intelligence to transform text in all its forms into usable data. Lexalytics solutions can be deployed on premises, in the cloud or within hybrid cloud infrastructure to reveal context-rich patterns and insights for voice of customer, voice of employee, customer experience management, market research, social listening, news monitoring and other business intelligence programs. Based in Boston, Lexalytics has offices in the United States and Canada. For more information, please visit www.lexalytics.com, email sales(at)lexalytics(dot)com or call 1-617-249-1049. Follow Lexalytics on Twitter, Facebook, and LinkedIn.

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Other Press Releases

2019-09-10 Biogen Chooses Lexalytics® to Improve Customer Care with New AI-Based Text Analytics System
2019-02-13 Lexalytics® Announces Text Analytics Suite Availability for Any Computing Environment
2018-12-27 Lexalytics Closes Out 2018 with Prestigious Industry Awards in Artificial Intelligence and Analytics
2018-09-19 Lexalytics Data Extraction Services Enables Hybrid Analysis of Both Structured and Unstructured Data from Corporate Documents
2018-08-16 Lexalytics® Updates Intelligence Platform with New Benefits for European Union Customers
2018-06-05 Lexalytics® and University of Massachusetts Amherst to Present at NAACL
2018-04-25 Lexalytics® Announces “Get Out of the Cloud” Campaign for Seamless Transfer of Natural Language Processing from Cloud to On-Premise
2018-03-14 Lexalytics® Launches Support for Unicode Emoji 11.0
2017-12-11 Lexalytics® Launches New Artificial Intelligence Development Platform to Help Customers Quickly Build, Customize and Deploy Natural Language Processing Applications
2017-10-24 Lexalytics® Recognized in Gartner 2017 Hype Cycles for Data Science and Machine Learning, Analytics and Business Intelligence, Imaging and Print Services and Life Science Research and Development
2017-06-15 Lexalytics® Releases New Text Analytics Software for Retailers to Improve Online Shopping Experience
2017-04-05 New Software from Lexalytics® Helps Human Resources Departments Design More Effective Voice of the Employee Programs
2017-01-25 Lexalytics® Unveils Magic Machines™ AI Labs to Drive Innovation in Building and Managing Artificial Intelligence
2016-11-02 Lexalytics’ New Survey Analysis Tool for Customer Loyalty/Sales
2016-10-14 Lexalytics Improves Text Analytics with New Machine Learning
2016-08-01 Semantria Text Analytics Platform Available on Microsoft Azure
2016-07-20 Lexalytics® Simplifies Pharmaceutical Market Research and VOC
2016-07-08 Lexalytics® to Present on NLML at Sentiment Analysis Symposium
2016-04-06 Lexalytics® NLP & Sentiment Analysis for Android™ Social Media
2016-01-26 Lexalytics® Brings Text and Sentiment Analytics to Mac®
2015-12-15 Lexalytics®’ Text Analytics Software Airlines Industry Pack
2015-12-03 Lexalytics®,Text Analytics Presenters Gilbane Conf. 2015
2015-11-23 Lexalytics® Adds Polish Language Support
2015-10-21 Lexalytics® Hospitality/Restaurant Industry Packs Simplify CEM
2015-09-29 Lexalytics Adds Danish, Norwegian and Swedish
2015-06-03 Lexalytics® Enhances Feature-Rich Salience® Analytics Software
2015-05-12 Lexalytics® Unveils Text Mining and Sentiment Analysis Wizard
2015-04-23 Lexalytics to Present at Text by the Bay Conference
2015-04-15 Lexalytics’ Adds Arabic, Russian, and Dutch
2014-12-08 Lexalytics Adds to Text Analytics, Includes Intention Analysis
2014-11-06 Lexalytics Launches Pain-Free Text Mining Customization
2013-10-23 Lexalytics Announces Availability of Salience in Chinese
2013-09-04 Lexalytics to Sponsor Brighton Data Storytelling Hackathon
2013-06-20 Lexalytics Announces Availability of Salience 5.1.1
2013-04-25 Semantria & Lexalytics Give API Access for Viafoura Hackathon
2012-11-08 Lexalytics Announces Portuguese Native Phrase-Based Sentiment
2012-10-17 Lexalytics Announces Spanish Native Phrase-Based Sentiment
2012-06-14 HStreaming & Lexalytics Deliver Text Analytics for Big Data
2012-06-12 Lexalytics & FutureEverything Capture Opinion of 2012 Olympics
2012-05-31 Lexalytics Announces Speakers for Upcoming User Conference
2012-05-31 Angoss Software and Lexalytics Form Partnership
2012-04-04 Lexalytics Powers New Bitly Reputation Monitoring Service
2011-04-12 Lexalytics Announces Salience 5.0
2011-03-07 MediaVantage & Lexalytics Offer Multi-Lang Sentiment Analysis
2010-12-07 Lexalytics Predicts 2011 Text/Sentiment Analysis Market
2010-11-29 DataSift Taps Lexalytics to Help “Tune Your Data”
2010-09-20 Lexalytics Unveils Sentiment Analysis of Emoticons, Acronyms
2010-06-30 Lexalytics Releases Salience 4.3
2010-05-24 Lexalytics Expands into New Markets
2010-05-16 Lexalytics Moves to Boston
2010-05-04 bit.ly to Join Lexalytics at 6th Text Analytics Summit
2010-03-23 Lexascope Web Service for Social Media/Sentiment Analysis
2010-03-09 Lexalytics Discusses Text & Sentiment Analysis Trends
2009-10-20 Lexalytics, Inc. Joins Endeca Extend Partner Program
2009-06-24 Lexalytics to Provide Text Analytics for First Coverage
2009-04-05 Lexalytics’ Salience 4.1 with Entity Management Toolkit
2008-10-21 Salience 4.0 With Improved Entity Extraction/Sentiment Scoring
2008-10-09 Lexalytics Unveils The “ExecDex” Who’s Hot Ranking System
2008-10-01 Lexalytics Hires VP of Engineering
2008-09-21 Market Intelligence Co’s Use Lexalytics Sentiment Analysis
2008-09-07 Lexalytics signs Conversition and mBLAST
2008-09-02 Market Intelligence Tool Harnesses Text Analytics
2008-07-27 Infonic Merges its Text Analytics Business with Lexalytics
2008-05-19 Lexalytics Named 2008 MITX Technology Awards Finalist
2008-03-16 CEO, Jeff Catlin, New Communications Forum 2008 Speaker
2008-02-25 2008 Presidential Campaign Blog Sentiment Survey
2008-01-14 SmartBrief to Integrate Lexalytics Classification Solution