Takeda turns medical complexity into trusted clarity with Agentforce
Takeda aims to use regulated medical literature to power agentic, citation-backed responses to complex healthcare provider (HCP) inquiries.
September 14, 2026
The Results
25,000
+
HCP requests handled with Agentforce
3,100
+
regulated medical docs ingested via MuleSoft
Insights transformed into actionable intelligence in hours, not weeks
Medical insights, manually shared
Takeda is a global biopharmaceutical company developing therapeutics to improve health outcomes. Their medical teams have deep knowledge across clinical reports, internal documents, and scientific exchanges — and want to share information with healthcare providers (HCPs) efficiently.
HCPs frequently ask complex questions about medications, prescribing guidelines, and contraindications. “Questions can range from efficacy and safety data, to administration and dosage,” said Ainhoa del Romero, Head of Global Medical Information. “We receive a diverse set of questions, and we need to be prepared to answer quickly — and compliantly.” But finding evidence and drafting compliant responses took time.
To respond to HCP inquiries, medical information teams often need to search across a large volume of approved medical content, identify relevant evidence, and draft accurate, compliant responses. While effective, the process requires significant manual effort and time to assemble the right information.
Takeda saw an opportunity to turn information into trusted insights faster — then apply that knowledge to respond to inquiries accurately, compliantly, and with source citations.
Questions can range from efficacy and safety data, to administration and dosage. We receive a diverse set of questions, and we need to be prepared to answer quickly — and compliantly.
Ainhoa del RomeroHead of Global Medical Information, Takeda
Synthesizing information at agentic speed
To help their team find and assemble critical insights faster, Takeda built the Smart Expertise in Medical Insights (SEIMEI) agent with Agentforce. SEIMEI turns complex information and scientific exchanges into trusted, actionable insights that healthcare professionals can access on demand.
An analyst starts a chat with SEIMEI in Life Sciences Cloud and provides the medical content they want to synthesize. SEIMEI processes the PDF-based clinical literature and internal documents, extracting and surfacing key findings. Then, the analyst can review and verify the content and sources and direct the agent to compile the information as needed. Thus, analysts can spend less time sifting through dense information and more time putting those insights to work.
Building on this, Takeda expanded SEIMEI’s capabilities to include voice conversation summarization for field teams at medical conventions. At those conventions, medical writers transcribe HCP dialogue and scientific exchanges and compile them into PDFs. SEIMEI analyzes that content, summarizing the conversations and turning them into structured, actionable records for medical teams.
Context-rich responses
Takeda’s AI Medical Information Agent (AIMI) tackles another critical workflow: responding to medical information inquiries. Designed to support their internal medical information team and frontline employees, AIMI helps handle complex HCP questions efficiently.
When an inquiry is received, the staff member enters the product and the HCP’s question, and AIMI helps find relevant medical information and prepare a citation-backed response.
Takeda’s internal medical information professionals remain responsible for reviewing the evidence, validating the content, and delivering the final response. By bringing together relevant source material and supporting context, AIMI helps streamline the research process and enables teams to provide accurate, trusted responses more efficiently.
Simplified research, trusted answers
Behind every response is a connected Salesforce architecture that moves regulated medical information from discovery to action. Built on Agentforce and grounded in Data 360 context and Life Sciences Cloud workflows, SEIMEI and AIMI create a closed-loop system that helps Takeda capture medical knowledge and put it to work when HCPs have complex questions.
The foundation starts with trusted data. MuleSoft serves as the integration layer, connecting Veeva Vault to Data 360, where more than 3,100 regulated documents are ingested — including clinical study reports, prescribing information, and internal medical literature. Approved medical content and relevant engagement context — like geography and healthcare provider type — from Life Sciences Cloud for Customer Engagement also flow into Data 360, giving AIMI the context it needs to act.
Layered on top of Mavens Medical Information Cloud (MIC) from Komodo Health, AIMI uses retrieval-augmented generation (RAG) to reason across that unified knowledge in Data 360. It then surfaces a suggested response with specific source citations.
Medical staff review every response for accuracy and compliance before sending it to the HCP. Every Agentforce action writes back to Life Sciences Cloud, while AIMI inquiries are logged and auditable in MIC and permissions restrict users to authorized information.
Over 25,000 HCP requests and counting
AIMI has supported staff in handling over 25,000 HCP medical information requests and 8,000 non-medical requests on topics including order management, pricing, rebates, or patient program eligibility.
By extracting and synthesizing clinical findings from Takeda’s medical literature, SEIMEI helps teams get more from their knowledge, answer more questions, and support more HCPs.
Together, SEIMEI and AIMI are helping Takeda move from dense medical literature to useful, citation-backed responses for HCPs. In turn, Takeda can better support the healthcare professionals doing life-changing work for patients — and the team sees plenty of room to build on that momentum.
“Next, we’re focused on improving what we’ve already done, both in terms of response times and the responses themselves,” said James Hooley, Head of Enterprise Medical Digital Innovation. “But we also see an opportunity to increase the ecosystem of data around the solution, bringing in external datasets that could augment the content we provide in our responses.”
Why Takeda chose Salesforce
Trusted data access and governance
Connecting Veeva Vault to Data 360 gives Agentforce secure access to more than 3,100 regulated medical documents. By ingesting and vectorizing this content, Takeda is able to ground agentic workflows in the same trusted medical sources used across their commercial and R&D ecosystem.
Reliable accuracy for a regulated industry
Prior to Agentforce, Takeda’s teams had to continuously review and incorporate the latest scientific evidence, publications, and medical content into responses for HCPs. Now, using Data 360's built-in RAG capability, Agentforce connects responses to relevant source materials and citations, while their data foundation enables medical teams to access, review, and apply accurate information more efficiently.
Building on existing deterministic workflows
Because MIC was already built on Salesforce to support regulated medical inquiries, Takeda was able to build AIMI directly on top of their existing platform. This enabled medical information teams to leverage Agentforce within familiar workflows and systems, streamlining adoption while maintaining established governance and review processes.
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About the company
Takeda is a global biopharmaceutical company researching, developing, and delivering life-transforming medicines with a patient-first approach.
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