Kinney Drugs Pulls AI Assistant After Customer Complaints
TL;DR. Kinney Drugs scales back its AI phone assistant, Burt, following customer reports of incoherent calls and missed prescription notifications. - The AI bot, introduced in May, was intended to manage patient communications for prescriptions and refills. - Customers raised concerns about data privacy, although Kinney Drugs states the system is HIPAA compliant. - Burt will now be limited to outbound communications, requiring patients to opt in.
- Kinney Drugs reduced its AI assistant's role due to customer issues.
- Problems included incoherent calls, wrong dosages, and missed notifications.
- The AI, named Burt, will handle only opt-in outbound communications.