Innovation Guides
Media Agent: The Content Assistant
for Field Teams
Deliver AI with immediate value and low activation effort in Vault CRM
Field teams that effectively use digital content achieve 2.5x higher treatment adoption and gain greater access to healthcare professionals (HCPs). Despite this, few biopharma organizations have successfully scaled content usage to a consistently higher rate.
The challenge: It’s difficult for field medical and commercial professionals to navigate vast content libraries and identify the precise material they need at that moment. Even if reps find the ‘right’ asset, there’s only a brief window of opportunity to review and prepare it for a customer.
AI is bridging this gap. Vault CRM Media Agent searches your company’s content library to surface and summarize the most relevant, compliant assets for any customer conversation. It does this semantically, without tagging and without any changes to your existing content. The results include:
- Increased content utilization across the field force
- Improved customer engagement through highly relevant interactions
- Enhanced operational efficiency and user experience for field teams
Media Agent represents a quick win for commercial leaders because it delivers high value without requiring changes in how teams operate.
Why prioritize Media Agent?
For Veeva Vault CRM users, Media Agent is an excellent AI entry point for the varied needs of stakeholders:
Biopharma: Scaling AI
Companies want to provide AI for the field force to improve productivity but scaling is often a challenge due to change management needs or compliance challenges. Media Agent is industry-specific AI embedded in Vault CRM that doesn’t require process changes or content updates. It leverages already approved content, limiting compliance concerns.
HCPs: Eliminating irrelevant noise
Doctors are often overwhelmed by generic content that ignores their specific patient needs or previous conversations. Native to Vault CRM, Media Agent helps field teams deliver content that provides answers to real-time HCP questions.
Internal teams: Closing the execution gap
Marketing creates thousands of assets that often go unused because field teams cannot find them or do not know when to deploy them. Media Agent acts as an intelligent search engine, making it easy for field teams to find exactly what they are looking for and surface it in customer conversations.
What’s needed to enable Media Agent?
Media Agent is industry-specific AI embedded directly in Vault CRM. Activating it for field users is easy, only requiring a few clicks to turn on and it does not disrupt existing processes so minimal change management is required.
Safeguards are built-in: The agent executes in-context, using data and documents that already adhere to your company’s existing compliance guardrails.
How does Media Agent work with other AI agents?
Media Agent is one of many available and planned AI agents in Vault CRM designed to support the field team before, during, and after HCP meetings. This ecosystem elevates the field force from information providers to strategic partners.
- Pre-call: Pre-call Agent generates an engagement plan and key talking points for field reps. The agent is pervasive and context-aware, providing individualized customer context, opportunities, and suggested actions to maximize engagement opportunities, minimize preparation and data entry, and proactively inform account planning and execution. The engagement plan Pre-call Agent delivers contains a rich summary and an overview of suggested actions, plus the ‘why’ behind them, using signals from multiple sources including CRM call notes, external data on patient diagnoses, and information about HCPs’ event attendance.
- Pre-call and in-meeting: The most impactful customer interactions use relevant, personalized content to relay complex science to HCPs. Field teams that can access this information quickly will use it more often to tell a treatment’s success story. Media Agent uses semantic search within any content library to locate, summarize, and launch content instantly, allowing the rep to review key messages and feel fully prepared in seconds.
- Post-meeting: With Voice Agent, field teams dictate what occurred during a call while the agent transcribes the notes to the call report, including follow-up actions. Voice Agent transforms the CRM experience by allowing users to leverage voice as the new user interface for CRM, saving time and effort when entering information into CRM. This agent helps field teams capture and act quickly on valuable insights. With Voice Agent’s ability to capture rich information seamlessly, stakeholders across sales, marketing, and medical rapidly know what was discussed and can better plan for their next touchpoints.
- Compliance: To ensure regulatory compliance, biopharmas often restrict reps from capturing free-form notes from HCP interactions. The ability to record free text notes provides tremendous opportunity for account coordination, but allowing it without oversight can introduce risk. Free Text Agent provides a way to capture rich insights: As reps enter voice or typed notes, it auto-checks for compliance in real time and flags statements or phrases requiring review. The agent uses a company’s specific compliance policies, phrases, and keywords; ensures human intervention for compliance issues it detects; and can be configured to save history of compliance checks based on company policy.
While biopharmas can give users access to all agents simultaneously, Veeva recommends a stepped approach, starting with Media Agent, to ensure smooth adoption and ongoing success.
Decisions about adding AI can be simple
Early adopters of Media Agent are proving that biopharmas can improve the field user experience and content usage with valuable AI functionality that doesn’t disrupt workflows. Media Agent provides your team with powerful agentic AI to help them be more efficient and effective.
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