Digitizing the Customer Experience at Pharmacies Using AI/ML

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Case Study: AI/ML Solutions

Digitizing the Customer Experience at Pharmacies Using AI/ML

SUMMARY

A large health solutions operating thousands of retail pharmacies nationwide wanted to digitize the customer experience to improve customer service and reduce errors requiring interventions by pharmacists. Spearhead Technology used AI/ML solutions with adaptive learning models to drive dynamic customer interactions and flag high-risk cases to route to appropriate interventions and reduce error.

Challenges

  • Client operates thousands of retail pharmacies nationwide and wants to digitize the customer experience to improve customer service, minimize errors, and reduce the number of cases requiring interventions by pharmacists.

Solutions Offered

  • The AI/ML solution creates a complete digital experience for customers visiting the retail pharmacies to fill-in prescriptions using adaptive learning models.
  • The solution drives dynamic customer interactions using data entry devices that support auto-correction/suggestions.
  • In contrast, the customer enters medical/historical info, corrects selected sections in entries to reduce needed intervention otherwise, and identifies high-risk cases as the route to appropriate interventions.