While large biopharmas handle over 200,000 customer service cases annually, fewer than 50% of healthcare professionals (HCPs) perceive these contact centre engagements as valuable. This AI concierge retains the complete customer history, addressing complex questions through continuous dialogue and bespoke generative content. When deep clinical judgement or empathy is required, the AI concierge transitions the conversation to a human expert, providing the full context for first-class customer service. How biopharmas are scaling continuous, personalised dialogueTransitioning to agentic service requires an integrated approach built on frictionless data and industry-specific, AI-embedded software. Building the foundation for agentic serviceWhile many biopharmas already deploy standalone chatbots, true agentic service requires embedding these tools in the broader commercial ecosystem for cohesive engagement and trusted HCP relationships.