Boosting OTC Offtake with AI: Botco.ai’s Approach to Sensitive Health Product Launches

Overview

When a global OTC pharmaceutical company needed to drive awareness and sales for their new erectile dysfunction treatment, they turned to Botco.ai to create an AI agent that would do more than just answer questions—it would actively support their go-to-market strategy and offtake objectives. Deployed as a key component of their product launch campaign, Botco.ai’s AI-powered chatbot served as a 24/7 digital sales assistant, guiding consumers through their consideration journey with empathetic, confidential support while removing barriers to purchase. By addressing sensitive health concerns in a private, judgment-free environment, the AI agent successfully converted curious visitors into informed buyers, directly contributing to the product’s commercial success while maintaining full compliance with pharmacovigilance requirements.

The Challenge

Consumers exploring treatment for erectile dysfunction face a unique barrier: they need accurate, trustworthy information about the product’s safety, effectiveness, and usage, but often hesitate to ask these sensitive questions. Meanwhile, OTC Pharma Co. must ensure timely capture and compliant reporting of product quality complaints and adverse events—all while maintaining user trust and confidentiality.

The Solution

Using Botco.ai, OTC Pharma Co. created a HIPAA-compliant chatbot that provided immediate, discreet assistance for customers. The chatbot answered questions about product safety and usage, guided self-assessment through an interactive ED quiz, directed users to purchase options, and captured critical adverse events and product complaints in full compliance with pharmacovigilance standards.

Key Features

Natural Language Understanding (NLU): Accurately interpreted free-form questions about erectile dysfunction and the product, delivering clear, supportive, contextually relevant responses that made users feel heard and understood.

Interactive Self-Assessment Quiz: Guided users through tailored questions about age, symptom severity, and relevant health conditions to determine if the product was right for them—ensuring safe, appropriate recommendations.

Goal Tracking & Analytics: Comprehensive dashboard tracked user engagement depth, conversation quality, and critical actions including product quality complaints, adverse event reports, support requests, quiz completions, coupon requests, and purchase locator usage.

Empathetic, Compliant Tone: Advanced AI training ensured responses were supportive and sensitive—never clinical or judgmental—while strictly prohibiting inappropriate content to maintain brand safety and trust.

Adverse Event Classification: The Botco.ai platform analyzed user-reported experiences and calculated severity scores (0–10), enabling consistent classification and timely escalation of health safety incidents.

Role-Based Access Controls: Structured permissions from authors to admins protected sensitive data (including PII) and production environments while enabling efficient collaboration across development, testing, and deployment.

PHI Protection & Encryption: Automatically detected and masked Protected Health Information while encrypting data in transit and at rest, ensuring compliance with healthcare regulations and maintaining the highest security standards.

Compliant Adverse Event Capture: Guided users through a compliant reporting flow that generated legally approved responses, provided unique reference IDs for case continuity, and ensured regulatory traceability.

Automated Compliance Routing: Every captured adverse event was automatically emailed to OTC Pharma Co.’s compliance team with full details and the user’s reference ID, ensuring consistency, audit readiness, and seamless handoff between user experience and internal workflows.

The Impact

This chatbot transformed how consumers accessed sensitive healthcare information during the product launch—providing 24/7 confidential support that built trust and encouraged safe product use. By reducing barriers to asking difficult questions, it empowered users to make informed decisions about their health. For OTC Pharma Co., the system ensured no adverse events went unreported, streamlined compliance workflows, and provided actionable insights into user needs and behavior—all while maintaining the empathy and discretion this category demanded.

Why This Matters

This implementation proved that AI can handle even the most sensitive health topics with care, compliance, and sophistication. By combining empathetic conversation design with rigorous pharmacovigilance standards, we demonstrated how brands can use conversational AI to support consumers in deeply personal moments—building trust, ensuring safety, and delivering measurable business value.