One of the goals any company must consider in launching a new product is the ability to provide its customers with complete, accurate, and prompt medical information about the new product. One way that a company can be responsive to its customers and meet their expectations is to provide telephone access to product information. There are many issues that must be addressed in the planning, design, implementation, and maintenance of such a telephone system. DuPont Pharmaceuticals ' development of an automated telephone triage system for a new product launch using a voice response system is highlighted.
