Jeffery Reich

Brand Communications

Jeffery Reich

Jeffery Reich

Case Study

Healthcare Innovation: making AI language safe and human

Healthcare Innovation: making AI language safe and human

Person wearing a blue puffer jacket and red backpack standing in front of a light blue building on a city street.
Person wearing a blue puffer jacket and red backpack standing in front of a light blue building on a city street.

Jeffery Reich

Brand Communications

Jeffery Reich

Brand Communications

At a Glance

At a Glance

At a Glance

A medical technology company sought to use AI to generate multilingual training and patient communication materials. I designed an AI voice and prompt system balancing empathy, clarity, and compliance.

A medical technology company sought to use AI to generate multilingual training and patient communication materials. I designed an AI voice and prompt system balancing empathy, clarity, and compliance.

A medical technology company sought to use AI to generate multilingual training and patient communication materials. I designed an AI voice and prompt system balancing empathy, clarity, and compliance.

Scope:
Scope:

Bilingual AI prompt and tone system for medical communication

Markets:
Markets:

DACH, U.K., U.S.

Sector:
Sector:

AI Brand Voice

Impact:
Impact:

Faster compliant content, human tone, multilingual accuracy

Case Study

Case Study

Case Study

The Challenge

The company needed to leverage generative AI to improve efficiency in multilingual communication but faced strict regulatory and ethical constraints. Content accuracy, tone, and compliance were non-negotiable under EMA, FDA, and MDR oversight.

  • Regulatory sensitivity required flawless factual accuracy across all output.

  • AI-generated drafts risked sounding detached, overly familiar, or inconsistent in tone.

  • Translation-based workflows diluted nuance and emotional resonance between English and German.

  • Teams lacked clear operational rules for when and how AI could be safely used.

The Solution

A systematic framework was developed to guide the safe and human-centered use of AI in medical and patient communication. Three core layers defined the model’s success:

Layer 1 – Prompt Rulesets

  • Established separate prompt families for educational, patient-facing, and internal materials.

  • Integrated compliance references and contextual safeguards within each prompt type.

  • Mapped prompts to corresponding risk categories for regulatory traceability.

Layer 2 – Bilingual Tone Tiers

  • Defined tone tiers balancing empathy and authority across English and German.

  • Aligned terminology and phrasing standards to preserve nuance across translations.

  • Provided brand-language guidance for medical writers and patient educators.

Layer 3 – Workflow and Training

  • Implemented review gates ensuring all AI-assisted content passed medical and legal validation.

  • Conducted live training for regulatory, marketing, and medical writing teams.

  • Built a bilingual reference library documenting best-practice use cases and limitations.

The Outcome

The governance model enabled AI to become a reliable support tool within regulated environments—without eroding trust, accuracy, or humanity.

  • 60% faster turnaround for multilingual content workflows.

  • Consistent human tone maintained across English and German.

  • Zero compliance violations in post-implementation audits.

  • Adoption expanded to adjacent communication areas, including patient support and internal education.


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