Next Best Engagement Recommendation System

Home / Intelligence / Case Studies / Next Best Engagement Recommendation System

Client Situation

A large biopharma customer wanted to optimize their digital channel strategy and outreach to most effectively engage with HCPs

Trinity’s Role

  • Trinity developed an AI solution that predicts the next best digital channel, content and cadence to engage with individual HCPs
  • Although originally created for one brand, the technology and AI model was crafted so that it could be scaled and easily configured to add different criteria and datasets
  • After success with the initial brand, Trinity expanded the solution to direct efforts for 5 brands and 4 additional channels, integrating with multiple activation vendors
    and agencies

Project Outcomes

The Next Best Engagement (NBE) model implementation for digital platforms resulted in a ~22% lift in engagement (weighted) across digital platforms. This solution included:

Feature
Engineering
  • Scaling
  • Normalization
  • Missing value imputation
  • One-hot encoding
  • Embedding Vectorization
Business Rule Implementation
  • No repetition of touchpoints in consecutive weeks
    per prescriber
  • Skip list
  • Prescriber should have only one touchpoint per vendor per week
Model Training & Deployment
  • Model training
  • Model experimentation and registry
  • Hyperparameter tuning
  • Model deployment via data pipeline
  • Process logging
Model Scoring & Monitoring
  • Model weekly runs
  • Incremental training
  • Model drift detection
  • Re-training

Related Intelligence

Webinars

AI-Powered HCP Call Planning: A Case Study in Business Transformation

July 23, 2025 | 12:00 – 12:45 PM ET

Field sales teams are a vital link between life sciences companies and healthcare professionals (HCPs), with effective call planning critical for success. As companies embrace new technologies to enhance their selling processes, they often face challenges such as resistance to change, training needs and integrating systems with existing workflows.  Join our panel discussion with Bausch […]

 Sign Up Now

Blog

Empowering Field Teams: A Case Study in AI-Driven Call Planning

Field sales serve as the primary bridge between companies and healthcare professionals to build trust, provide valuable information and drive product adoption. Effective call planning is essential, as it allows reps to prioritize their engagements, tailor messaging and maximize their impact.   The introduction of new technologies to streamline or enhance field operations comes with inherent […]

 Read More

Case Studies

Optimizing HCP Call Planning with a Best‑in‑Class AIML Engine

The Situation Mid-Size Pharma, High-Potential HCP Identification Trinity’s Solution A digitally-integrated, AI-enabled ecosystem powering rep effectiveness and personalized HCP engagement  Trinity AI assessed the client’s technology ecosystem and existing targeting engine to scope the context and needs for a more efficient solution. Trinity redesigned an AI-driven call plan engine to identify high-potential HCP targets in […]

 Read More