AI "Switchboard" Powers Pharma; $12B+ Valuation
Alexander Bazilevich is a CRM expert and Top Salesforce Partner with over 17 years of sales experience in the IT industry. He specializes in transforming corporate goals into profits through cross-functional collaboration and innovative business solutions, with deep expertise in business systems and IT products.
Silicon Valley founders built a $12B AI platform processing 250M+ pharma interactions, transforming regulated CX with agentic AI.
An innovative AI 'switchboard' powers pharma customer interactions across the U.S., driving a quiet $12B+ valuation for its creators. Launched by two Silicon Valley founders, this engine for regulated customer experience (CX) now handles over 250 million compliant patient, sales, and medical inquiries annually. The platform uses advanced AI to deliver fast, accurate answers, ensure regulatory compliance, and create immutable audit trails, ultimately reducing costs for life-science companies and improving patient outcomes across channels like email and smart devices. With regulatory trust secured, the founders are now hoping to expand into banking and insurance, changing how people get help everywhere.
What is the AI-powered switchboard transforming pharma customer experience?
The AI-powered switchboard is an intelligent platform managing customer interactions for the pharmaceutical industry. It automates and monitors communications like sales calls and patient support chats to ensure regulatory compliance, providing fast, accurate information while creating secure records for simplified audits and improved patient safety.
From call-center headsets to agentic AI
The company's journey began in 2016 when its founders developed a prototype API during a weekend hackathon, replacing 14 legacy call systems for a Big Pharma client. Early pilots achieved dramatic results, slashing average answer times from 4.5 minutes to just 38 seconds while automatically redacting sensitive data to mitigate FDA audit risks. This success attracted a $40 million Series A in 2018. By 2022, the platform handled one in five U.S. drug-safety calls, and a recent share sale valuing the company at 26 times revenue made its founders billionaires.
Why pharma rushed to plug in
In the life sciences, every customer interaction carries significant liability risk. Traditional call centers addressed this with manual oversight and checklists, leading to an 8-10% annual increase in operational costs. This AI-driven architecture inverts the model:
- AI agents monitor conversations in real time, analyze sentiment, and instantly provide agents with the precise, approved medical language required for a compliant response.
- Voice biometrics confirm the identity of healthcare professionals (HCPs) before any sensitive information, such as drug samples or dosage changes, is shared.
- All interaction transcripts are automatically chunked, hashed, and recorded on an immutable ledger, which regulators can access directly, reducing audit preparation time from weeks to mere hours.
"Up to 80% of customer-service issues in regulated sectors are now resolvable without a human agent, turning compliance expertise into a strategic asset rather than a cost center."
The glue: Salesforce, Twilio, and Genesys
Rather than rebuilding the telecommunications stack from scratch, the company developed a sophisticated intelligence layer that integrates seamlessly with three industry-leading platforms:
| Integration partner | 2025 AI-powered addition | Pharma-specific benefit |
|---|---|---|
| Salesforce Service Cloud Voice | Agentforce supervisory bots launch alongside voice calls | 24/7 HCP query handling with automatic adverse-event routing |
| Twilio Flex | Real-time queue metrics and generative-AI suggested replies | 38-second average pickup goal maintained at 4× call volume |
| Genesys Cloud CX | AI Supervisor cuts quality-evaluation time 40% | Multilingual review for 42-country pharmacovigilance |
Native connectors, available in beta since late 2025, enable pharmaceutical IT teams to deploy a complete omnichannel service solution in less than six weeks - a dramatic improvement over the typical 18-month implementation cycle.
Hard numbers that won board approval
The platform's value is demonstrated by compelling ROI data from a mid-cap oncology manufacturer that migrated 220 medical liaisons to the system:
- 31% boost in post-call decision-making speed, as AI automatically compiles relevant literature and payer summaries.
- 29% revenue increase from engaged HCPs, attributed to AI-driven, perfectly timed follow-ups.
- 27% reduction in total support costs, even after factoring in SaaS subscription fees.
These results align with established Salesforce benchmarks for life-science deployments, providing CFOs with a trusted framework for evaluating and approving multiyear contracts.
What agentic AI actually does in a GxP world
- An HCP calls a medical information line, with Genesys managing the voice connection.
- Twilio streams the audio to Salesforce, where an agentic AI model matches spoken phrases against 180 clusters of indication-specific FAQs.
- If a query approaches off-label territory, the AI instantly conference-records a human medical science liaison, tags the transcript as "promotional" or "non-promotional," and files it according to CFR 21 regulations.
- After the call, an AI agent schedules the next approved interaction, adhering to state-specific frequency caps and product risk classifications.
Beyond voice: email, WhatsApp, and connected devices
The platform's capabilities extend beyond voice to include email, WhatsApp, and connected medical devices. For instance, if a patient's smart injector pen registers an abnormal temperature, an AI agent can proactively initiate a chat, confirm symptoms, verify insurance coverage, and dispatch a replacement - often before the patient is aware of the issue. Early data reveals a 22% increase in medication adherence among diabetes patients using this feature, an outcome that strongly supports the value of co-pay assistance programs.
Compliance as code
The platform is pioneering a "compliance as code" model. Regulators in the EU and Japan are now piloting APIs to review AI-annotated records directly, replacing traditional checklist-based audits. In March 2025, the platform became the first to successfully complete the European Medicines Agency's (EMA) algorithmic-audit sandbox, a critical credential now sought in nearly all major pharmaceutical RFPs.
Where the founders go next
Looking ahead, the founders have hired former FDA data executives to help guide their expansion. They are developing a companion product to apply the same proven architecture to the banking and insurance sectors in Europe, targeting another trillion minutes of regulated interactions annually. With 89% of businesses now competing primarily on customer experience, the company's valuation could double within three years if its growth trajectory continues.
"Agentic AI does not just answer questions; it predicts the next best action across sampling, pricing, and patient-services workflows, knitting together a value chain that pharma executives could only dream of orchestrating manually."
For the moment, every new drug launch plan on the continent contains a tiny line item: "digital switchboard." Few realize it is the same two entrepreneurs, still writing code at 2 a.m., who make sure the launch actually sounds human to doctors and feels friction-free to patients.