Abstract
The Consumer Service (SAC) is an important communication and relationship channel with the customer. This study sought automated data collection and analysis techniques to trace profiles and strategies that are part of the SAC 4.0 model in official laboratories A and B. The method consisted of document analysis of standardized procedures and database research using the keywords SAC, artificial intelligence, and pharmaceutical industry. The results showed that laboratories A and B use the SAC 2.0 model and do not apply AI techniques. Evidence shows that pharmaceutical industries in Brazil use the SAC 4.0 model. It is concluded that the AI tools in the SAC contribute to improvements and efficiency in the process.
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