CVS pharmacy chain launches chatbot to handle customer questions | Festina Lente - Your leading source of AI news | Turtles AI

CVS introduces an AI to answer questions about Drugs

Key Points : 

-CVS launches a chatbot to answer questions about medications.

-The chatbot will use AI to provide information on prescription preparation times and costs.

-The technology aims to reduce employee workload and manage the pharmacist shortage.

-AI will not replace physicians in diagnosing health conditions, but will assist in improving operational efficiency.

CVS Health, a well-known U.S. pharmaceutical chain, has announced the introduction of an AI-based chatbot to handle customer questions about medications. The chatbot will be able to answer common questions, such as prescription preparation times and related costs, either via text or voice messages. 

This project was presented by Tilak Mandadi, chief technology officer of CVS, during an interview with the Wall Street Journal.

Mandadi pointed out that this system is an improvement over traditional menu-based systems, as customers will be able to ask questions in natural language. If the AI is unable to provide an adequate answer, the customer will be transferred to a human operator.

This initiative comes amid a shortage of pharmacists, with technology becoming a key tool to ease the workload of employees. Other examples of technology applied in CVS include AI programs that alert pharmacists about information to discuss with patients and robots capable of counting pills. "AI should focus on improving human contact and reducing human errors," Mandadi said, adding that diagnosis of medical conditions remains the prerogative of physicians.

The introduction of new technologies in the pharmaceutical sector is often hampered by legacy systems and strict regulations on health information privacy. However, with revenue of $17.5 billion recorded last year, CVS has the financial resources to experiment with new technological solutions.

In addition to operating more than 9,000 pharmacies in the United States, the company also owns health clinics, Aetna insurance, and pharmacy benefits manager Caremark.

Despite CVS’s optimism, not everyone is convinced of AI’s current ability to interact effectively with customers. For example, McDonald’s recently halted a two-year pilot project to use AI in order management at drive-thru locations, citing frustration issues among customers.

CVS, however, continues to invest in innovative technologies with the goal of improving the quality of service provided to its customers.