Eurofarma takes on artificial intelligence to transform customer service experience in the pharmaceutical industry
Published in: June 30, 2020  and updated in: September 28, 2020
Eva, based on Watson Assistant and Amazon Alexa, interacts in natural language and is already enabled for use on Alexa devices


São Paulo, June 2020 – Eurofarma, the Brazilian pharmaceutical multinational that most heavily invests in innovation, announces the launch of its new humanized virtual assistant using artificial intelligence. The technology, named Eva (Eurofarma Virtual Assistant), is based on Watson Assistant, to be used by the Eurofarma Call Center, and on Alexa Skills for interaction with the Alexa application and Alexa-integrated devices, such as the Amazon Echo family of smart speakers.

The project will help responding to low complexity demands through the use of artificial intelligence. “We currently receive 15,000 calls per month, 50% of which are considered of low complexity. With the support of virtual assistance, which will take care of over 6,300 demands, our specialists will be able to focus on the most complex services or clients who prefer to speak directly with our team”, Eurofarma’s Medical Director, Laura Pinheiro, explains.

Some of the tasks the solution is designed to assist include the registration of new suppliers, verification of discount programs, issuance of duplicate payment slips for business clients and guiding the submission of resumes.


Eva now features Alexa artificial intelligence

In Brazil, Eva is already operational on devices equipped with Amazon’s voice service Alexa, which was launched here in 2019. It assists users in day-to-day tasks through voice commands. Eva is able to provide a variety of information to users, such as details on job opportunities offered by the company, the Euro Award and discount programs.

“This is an innovative and pioneering project in the pharmaceutical industry continent-wide, which will introduce a new contact channel and add productivity gains to services and processes. In addition to consumers, healthcare professionals, business clients and suppliers will also be served”, Eurofarma’s director of Entrepreneurship and Digital, Helton Carvalho, further elaborates.

The initiative is already operational with the Amazon Echo family of smart speakers for fulltime assistance (24/7).

To use Eva on Alexa on Amazon Echo smart speakers or Alexa-integrated products from other brands, during your first access, say “Ativar Eva da Eurofarma”; after that, just say “Alexa, Eva da Eurofarma” [Alexa, Eva by Eurofarma]. Another option is to download the Alexa app on your mobile phone and search for the “EVA” Skill in the “Skills and Games” menu.


About Eurofarma Group 

As the first multinational pharmaceutical company with 100% Brazilian capital, the Eurofarma Group has been operating in the health industry since its establishment in 1972, producing and marketing innovative products and services to improve people’s quality of life. Focused on generating shared value, it operates in the areas of Prescription, Non-Prescription, and Generic Drugs, Hospital, Oncology and Veterinary. In Brazil alone, it offers 313 products, 649 dosage forms, serves 25 medical specialties and covers 89 therapeutic classes, which represent 81% of prescriptions in the brand market.

The Eurofarma Group has own operations in 20 countries, with an industrial park in Brazil and plants in 6 more Latin American countries. Reported sales totaled BRL 5.6 billion in 2019 and the Group employs over 7,000 employees.


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