Assemble the account picture, choose from approved in-date content, draft the call plan and turn notes into records — an event or complaint found in a note is pushed to safety on receipt.
Pull the account and prescriber picture from sources your data licence permits — history, access, formulary.
02
Read the approved content set, the certification date each piece carries and what this market and channel may use.
Reason
03
Match the call objective to material that is approved, still in date and cleared for this audience.
04
Surface the territory's own constraints — access route, prior interactions, stated preferences and opt-outs.
05
Draft the call plan and its discussion points, each one carrying the approved-label statement it rests on.
Decide
06
Detect an off-label question and send it to medical information by the route your company defines.
07
Detect an adverse event or product complaint in a note and push it to safety on receipt, ahead of the call record.
Out
08
Return the plan, the selected material and the constraints for the representative to take or change.
09
Turn the rep's notes into the call record, the follow-ups and the log of what was shown and sent.
→Product statement
The agent assembles, selects, drafts and routes inside the approval boundaries agreed during implementation. What is said in a call, what is sent and under whose name, and every reportable transfer of value stay with the representative, their manager and compliance.
Example workflow
One call, end to end
AgentHuman
1Call comes upA territory plan slot, an account trigger, a request from the practice or a follow-up falling due
2Account picture assembledCall history, access route, formulary position, prior interactions, consent and contact preferences, from permitted sources
3Content selectedApproved material still inside the certification date it carries, cleared for this audience, market and channel
4Call plan draftedObjective and discussion points, each traced to the approved-label statement behind it, with what belongs elsewhere named
No human action required
Stages 1 to 4 run without a person in the loop — the picture, the permitted content set and the draft plan are finished before the representative opens anything.
5DecisionSplits on whether anything here belongs to another route
Approved content, nothing to route
Reaches the representative as a call plan.
Off-label ask, safety item or spend
Leaves this path for the function that owns it.
Representative, manager and compliance
The representative reads the plan against the account they know, then makes the call under their own name — what they say in it is the company's statement, not the agent's — and sends nothing until they send it themselves.
Take the plan · Change it · Route to medical information
Called — notes returned▼
6Call made, notes returnedThe representative calls; notes become the call record and the follow-ups, and a safety item found in them leaves before either is written
7Outcome evaluatedLabel consistency of drafted lines, out-of-date material caught, off-label and safety routing, and what the rep rewrote by cohort
Rep changes
What a representative struck out or added before the call is counted.
What should not run autonomously
Human approval stays in control
Outside the boundary — human approval required8 items
Making or drafting a claim outside the label.
Using or drafting unapproved or expired material.
Answering an off-label question.
Recording a spend or a transfer of value.
Automation boundaryAgent acts unaided
✓Assemble the account and prescriber picture from permitted sources.
✓Select from material that is approved, in date and cleared.
✓Surface access, prior interactions, preferences and opt-outs.
✓Draft the call plan, and push an event or complaint to safety on receipt.
Write actions run only inside the approval boundaries agreed during implementation. Sending to a prescriber is not one.
Sending anything to a healthcare professional.
Deciding an adverse event need not go to safety.
Contacting a prescriber who has opted out.
Changing the approved content set or the routing rules.
Example output
One pre-call plan, annotated
Everything the agent proposes is attached to the account it was built from and the material it selected.
Pre-call output · single planned callIllustrative example
Call coming up
Access on file
Content checked
Call plan
Confidence
Held back
Specialist office, in person
Restricted, prior auth
Today, 07:40
Ready for the rep
89%
Two pieces, out of date
As receivedThe call as the territory plan has it, the access position on file, and when the content set was read.
Evidence usedApproved core visual aidAccess position, datedLast call and preference
Why two pieces are heldBoth are past the certification date they carry, so neither is offered nor rewritten.
ActionTake the planChange itRoute to medical information
What the score decidesConfidence decides how closely the rep re-reads, not whether a line is on label.
Value
Where AI adds value
The same four claims, placed at the point in the workflow where each one applies.
Where the value landsValue 01 – 04
Every call in the planTerritory plan, request or follow-up
03Account picture
Work from the territory as it is
Use the approved content set, the access position, the prior interactions and the preferences held for this account.
01Approved path
Give the hour back to the call
The picture, the permitted material and a drafted plan are ready before the representative sits down, rather than assembled across four systems the night before.
02Human review
Send the question to the right desk
An off-label ask goes to medical information and a reported event goes to safety, instead of being settled in the car park and typed up later.
04Build an evidence trail
Retain the sources read, the material selected and its status, the plan, what the representative changed and what came back — on both paths.
Integrations
Typical integrations
Five system groups connect to the same agent. Which of them are in scope is decided in discovery.
Field CRMVeeva CRM · Salesforce Life Sciences IQVIA OCE · Territory alignment
Integration availability depends on the client's existing systems and API access.
Agent controls
Six layers between the model and the call
Each control wraps the one inside it. A plan clears every layer before a representative reads it, and the send stays outside all six.
L6 · Outermost — last line of defenceInward → L1 · closest to the model
L6Rollback / safe modeReturn call preparation to the field team if evaluations or production signals degrade.Roll back
L5Scope and trailReads are checked against the data licence and the opt-out list, and each read is recorded.Record
L4Representative gateThe send is the representative's own act; the agent proposes what they may choose to send.Gate
L3Route-out rulesA note is screened for off-label asks, events and complaints; a hit leaves this path first.Route out
L2Content status checkMaterial is checked for approval, date and audience as your content system reports them.Check
L1Label bindingDrafted lines are matched to approved label text; one with no match is held, and one drifting inside a matched statement is measured here.Bind
Model coreCall plan proposed — objective, discussion points, selected material and confidence
L1 – L2Test a line on the label, a piece on its status
L3Sends what this path may not answer elsewhere
L4 – L5Keep the send with the rep and reads in scope
L6Pulls automation back when signals degrade
How Nestack evaluates it
Evaluate what leaves the call, not only what goes into it.
Coverage runs the whole depth of the workflow, and every layer is cut by slice.
Surface — the plan the representative opens
Depth of coverage ▼
E1Label-consistency evaluationDoes every drafted line sit inside the approved label it names?
E2Content-status evaluationWas each selected piece approved, in date and cleared for this audience?
E3Safety hand-off recallDid events and complaints in returned notes reach safety, and how fast?
E4Routing evaluationDid off-label asks and transfer-of-value items leave on the right route?
E5Slice evaluationHow does plan quality change across specific account cohorts?
E6Business outcomeWhat did the representative rewrite, and what did compliance find later?
Floor — the records and reports that must follow
Failure modes
Where each failure originates in the agent
Seven failure modes plotted against the five stages of the agent lifecycle.
Agent lifecycleDirection of processing →
01 · Account picture2 modes
FP-01
Opted-out prescriber planned against
Data the licence withdrew is used to build the call.
FP-02
Access position out of date
The plan argues a formulary status that has moved.
Stage gathersCall history, access, preferences and permitted data
02 · Content selection2 modes
FP-03
Expired piece selected
Material past its certification date reaches the plan.
FP-04
Wrong market or audience
A piece approved for another market is offered here.
Stage selectsApproved material still inside its certification date
03 · Plan drafting1 mode
FP-05
Discussion point drifts off label
A drafted line outruns the approved indication.
Stage draftsThe objective, the discussion points and their basis
04 · Record / hand-off1 mode
FP-06
Event left in the commercial system
A safety mention in a note is filed as feedback.
Stage returnsThe call record, the follow-up and what leaves it
05 · Change / Version1 mode
FP-07
Silent routing regression
A rule change moves the off-label line unnoticed.
Stage tracksModel, prompt, content-status and routing changes
Sev-1 · a duty with a clock is missedSev-2 · the company uses or says what it may notSev-3 · the plan degrades and the rep rebuilds it
Most of the rewriting sits in two kinds of account
Plans a representative rewrote, and plans a piece had to be pulled out of, counted by account cohort. A newly launched indication has little call history to plan from, and access positions move mid-quarter.
Slice performance — reported separately, not only in aggregateIllustrative example
Slice
Failure rate
Lift
Lift vs. threshold
Status
Newly launched indications
4.8%
3.1×
Review
Accounts under an access restriction
3.5%
2.3×
Review
Prescribers with data opt-outs
2.9%
1.9×
Watch
Routine in-territory follow-up calls
1.3%
0.8×
Normal
Bar: rewritten-plan lift vs. routine follow-up baseline · scale 0–4.0× · tick at the 2.0× threshold2 of 4 slices over threshold
Evidence-linked improvement
Where a plan gets rewritten, the rule behind it moves
The cases worth having are the quiet ones — a discussion point deleted in the car park, a piece swapped for another without a word to anyone.
Improvement cycle · five stagesSwitchback — the path turns at Improve and returns at Learn
01Detect
Rewritten plans, held pieces or slow safety hand-offs move in one account cohort.
02Diagnose
Ask the representative who rewrote it; they can usually name the wrong input.
03Improve
The label check, the status rule or the routing line changes with a named approver.
04Verify
Plans in that cohort are drafted again, the ones a piece was pulled from included.
05Learn
Why a piece was pulled is written where the next selection has to read it.
Learn → DetectThe return edge. Labels, approved content and access positions all move under someone else's authority — the agent re-reads them on the next cycle, it does not update them.
Typical build scope
Twelve workstreams across six weeks
The build scope read against the delivery timeline. Week structure follows the six-week plan — discovery, content and permitted use, planning and routing, evaluation, integration, then production validation and handover.
WorkstreamWeek 1Week 2Week 3Week 4Week 5Week 6
01Workflow discovery and automation-boundary definition.
02CRM and content-system access review.
03Approved-content status and certification map.
04Permitted-use, consent and opt-out rules.
05Account and prescriber picture assembly.
06Label-consistency checks on drafted lines.
07Adverse-event and complaint hand-off.
08Off-label routing to medical information.
09Call-plan drafting and the pre-call pack.
10Evaluation suite, routing recall and regression cases.
11Call-record capture and follow-up write-back.
12Observability, deployment and Agent Care handover.
12 workstreams · 6 weeks · bar shows the weeks a workstream is active — several run in parallelFinal scope and sequence confirmed in discovery
Engagement tiers
What each tier includes
Rows are the capabilities named in each tier's scope. Higher tiers include everything below them.
Capability✓ in scope · — not at this tierPilotOne product, one territoryProductionProduction CRM integrationAdvancedSeveral products / countries
Introduced at Pilot
Pre-call account and access picture✓✓✓
Approved, in-date content selection✓✓✓
Label-consistency check on drafted lines✓✓✓
Adverse-event and complaint hand-off✓✓✓
Off-label routing to medical information✓✓✓
Consent, opt-out and permitted-use scope✓✓✓
Call notes turned into the call record✓✓✓
Baseline evaluation✓✓✓
Introduced at Production
CRM, content and follow-up integration—✓✓
Observability and evaluation—✓✓
Introduced at Advanced
Multi-country and multi-product controls——✓
Build priceFrom $5,000From $8,000Custom quote
Final build priceConfirmed after discovery based on products and countries in scope, CRM and content-system integrations, call volume, routing rules, approval controls and deployment requirements.
Separate from buildBuild pricing is separate from recurring Agent Care, which covers managed monitoring, evaluations, incidents and verified improvements after launch.
What we need from you
What you bring, and what we build with it
Each input maps to a piece of build scope and a week in the delivery timeline.
You bringWe build with it
01Your approved content set, with the certification date each piece carries→Approved-content status and certification mapWeek 1
02Your prescriber-data licence terms, consent register and opt-out list→Permitted-use, consent and opt-out rulesWeek 2
03The label text each product may be discussed against→Label-consistency checks on drafted linesWeek 3
04Your adverse-event and product-complaint intake route, and its clock→Hand-off out of the commercial system to safetyWeek 3
05Where an off-label question goes, and who answers it→Off-label routing to medical informationWeek 4
06Real call plans that had to be corrected, including the near misses→Evaluation suite, routing recall and regression casesWeek 4
07Access to CRM, content and territory systems, and named representatives→CRM and content integration, then supervised pre-call packsWeeks 5–6
Nothing else is requiredDeployment, documentation and Agent Care handover are ours.
Delivery timeline
Four phases across six weeks
Phases are drawn over the weeks they actually occupy. Week 5 carries both the last evaluation work and the first supervised pre-call packs.
PhaseW1W2W3W4W5W6
DiscoveryW1
BuildW2 – W3
EvaluateW4 – W5
Pilot & LaunchW5 – W6
Week focusW1Territory, product and the boundary — what the agent may not doW2Content status map, permitted use, consent and the opt-out listW3Account picture, label checks and the two routes outW4Call-plan drafting, routing recall and the evaluation suiteW5CRM integration, supervised pre-call packs and correctionsW6Representatives plan from the agent, then Agent Care starts
Reading the bandA bar appears only over the weeks that name its work. The content status map sits in week 2: a plan drafted out of material nobody has dated is a compliance problem, not a saving.
At the end of W6Reps have planned real calls with it and rewritten what they did not like. The status map, the label checks and the routing rules become Agent Care's from that point.
DurationSix-week plan shown · typical delivery 4–6 weeks depending on scope confirmed in discovery.
Next step · Biotechnology AI agent
Build a pre-call copilot around the territory your reps already work.
Show us one product, the content set your representatives work from, and how an adverse event mentioned in a call reaches your safety team today. A rep types a sentence into a note on Friday afternoon; nothing in it is commercial any more, and nobody in safety knows it exists until Monday. That sentence, and what happens to it in the next minute, is the first thing this build has to answer for.
