Kinney Drugs scales back AI assistant following customer complaints

Kinney Drugs, a pharmacy chain operating in Vermont and New York, has scaled back the use of its AI assistant, named Burt, following customer complaints. The tool was implemented in May to handle routine, non-clinical interactions and improve patient responsiveness.

Customers reported several issues linked to the AI, including medication delays, inaccurate refill information, and general confusion. Privacy experts also raised concerns regarding the security of protected health information, though the company has denied these claims. President John Marraffa acknowledged that the technology did not get the customer experience “right.”

The pharmacy has reverted to a prompt-based, touch-tone phone system for patient calls. While the AI tool will remain in use for prescription refill texts, the company has changed its policy to require patients to opt in to these messages, addressing previous criticisms regarding a lack of transparent consent.