Pharma sales and field reimbursement teams have less time than ever to do more work.
The 17 largest pharmaceutical companies collectively reduced their workforces by more than 22,000 employees in 2025, as they looked to improve efficiency and prepare for patent expirations and other market pressures. That means the sales representatives and field reimbursement managers (FRMs) who remain are covering more ground with the same, or fewer, hours in the day.
Administrative work is also taking its toll – sales representatives spend roughly two-thirds of their workday on research, product and prescribing information, scheduling, and administrative work – and less than a third of their time goes to actual customer interactions. FRMs are feeling a similar squeeze: physicians and their staff now handle an average of 40 prior authorization requests each week, and FRMs are often the first call when one of those requests stalls.
At the same time, pharma organizations are seeing that companies that embrace AI are finding new ways to scale and operate more efficiently, making an AI-first approach increasingly essential to staying competitive. And that’s why we’re eager to introduce Infinitus FieldForce, our new solution set that gives field teams AI support for everything that happens before, after, and in between provider interactions, without asking them to give up the CRM they already use.
How FieldForce makes your team AI-first
FieldForce provides AI agents that help manage the work around provider interactions.
For sales teams, that means:
- A call-planning agent that pulls together account history, prescribing trends, and prior call notes from Salesforce, Veeva, and other systems of record, so reps walk into every visit prepared
- A call-reporting agent that captures notes from the visit and updates those same systems afterward, so nothing gets lost before it’s logged
- A provider engagement agent, available 24/7, that gives HCPs another way to get product and clinical answers when a rep isn’t in the room
And for FRMs, that means:
- An inbound support agent that answers questions about prior authorization status and claims 24/7
- An onboarding agent that gets provider offices set up with reimbursement support, sharing approved access materials and answering questions without waiting on an FRM
Across every interaction, Infinitus Lens provides same-day compliance monitoring, surfacing trends and insights so field leaders get visibility into what’s happening across their team – for example, prescribing trends or emerging question themes – without having to wait for a quarterly report.
The modular solution set means manufacturers can deploy a single AI agent or multiple agents, across either sales or FRM or both, depending on need. The flexibility means teams can leverage AI exactly where the workload is heaviest, then expanding from there.
Supercharge your team’s reach
The Infinitus agents available in the FieldForce solution connect with the CRMs pharma companies already run on. Whether that’s Salesforce, Veeva, or both, the agents work inside the systems field teams already know, pulling information in for meeting prep and writing updates back out afterward.
This matters because the real constraint most field teams face isn’t a missing platform; it’s capacity. A rep or FRM can only be in one place at a time, and most provider offices hear from them only a handful of times a year. FieldForce doesn’t ask a pharma company to rebuild its CRM environment to solve that. Instead, it becomes AI woven into the system your team already runs on, extending their reach into the hours and interactions a rep or FRM can’t personally cover.
Staying in role, even when the conversation shifts
Sales representatives and FRMs work within clear boundaries between promotional and medical communication. The AI agents available in the FieldForce solution are built around that same distinction. Sales agents support appropriate promotional conversations with HCPs. When a provider asks a clinical or safety question that falls outside a sales rep’s role, the agent hands the conversation off to a member of the organization’s Medical Information team, along with full context. The HCP gets a direct path to the right resource. The representative stays within their role, the same way they would in any other interaction.
Built on established AI expertise across the full patient, provider, and payor journey
The AI agents available in the FieldForce solution are trained on the specific data and resources each pharma organization provides, combined with Infinitus’s proprietary knowledge graph, drawn from historical data across millions of patient, provider, and payor interactions. That gives pharmaceutical leaders a consistent source of approved information across provider engagement and reimbursement workflows, and a way to measure impact through metrics like provider coverage, interactions, and cost per interaction.
FieldForce didn’t start from scratch. The agents it includes are built on the same AI-native foundation we’ve been refining across the full patient, provider, and payor journey since 2019: benefit verifications, prior authorization, claims follow-up, and the conversations that keep a patient moving toward and through therapy. FieldForce takes that same depth of experience and extends it into commercial and market access teams, so sales reps and FRMs get a partner in AI that already understands how every part of the journey connects.
Ready to get started with Infinitus FieldForce for your teams? Reach out for full access.
