A pharmacy chain introduced AI to improve operational efficiency, but encountered issues such as delays, incorrect information provision, and privacy concerns.
Kinney Drugs, a pharmacy chain operating in Vermont and New York, introduced an AI assistant to streamline prescription inquiries and medication re-prescription requests. However, since its introduction, there have been numerous reports of delays in medication dispensing, incorrect re-prescriptions, and concerns about the handling of patient information, leading to increasing customer dissatisfaction.
A pharmacy chain in Vermont implemented AI for efficiency. It's led to delays, incorrect information and privacy concerns. - VTDigger
Kinney Drugs introduced its AI assistant 'Burt' in May 2026. Developed by the AI company Synerio, it was named after the founder of Kinney Drugs. Burt interacts with patients over the phone, handling prescription re-prescription requests and inquiries.
Kinney Drugs' terms and conditions state that by registering a phone number, users automatically agree to interact with Burt, although they can later opt out of Burt's support. However, users say, 'Burt always answers, and there's no option to connect directly to a human representative. There are no options like those available with traditional phone support, such as following an automated voice prompt and typing what you want to say on a keypad. In other words, it's either talk to Burt or don't get your medication.'
VTDigger, a news outlet covering issues across Vermont, interviewed several users about their experiences with Burt and found that a variety of problems are occurring. One customer who had been using Kinney Drugs for about two years said, 'My first impression was that it was more complicated and cumbersome than the previous recording and service.' Another customer pointed out, 'The old method of calling a push-button system with voice guidance and using a keypad to connect to a pharmacist worked smoothly. But the new system just wastes time and delays customer service. It offers no value or benefit to the customer.'
Furthermore, there have been reports of cases where the AI system failed to find accounts of patients who had been using the service for many years, resulting in prescriptions for medications with different specifications or dosages, or patients not being notified when their medication was ready for pickup.
Furthermore, concerns are growing regarding how AI will handle patient information. Kinney Drugs'
Bradley Mullin, professor of biomedical informatics at Vanderbilt University Medical Center in the United States, pointed out, 'When I'm only interacting with my own healthcare providers, I rely on the security they have. But when they start interacting with many other organizations, I have to worry about the security issues of each of those organizations.'
Vermont's Data Privacy Act gives residents the right to know what information is being collected about them, the right to correct inaccurate data, and the right to refuse to have their data sold. However, lawyers and privacy advocates point out that there are too many exemptions for companies that collect data. Joseph Nia, associate professor of computer science at the University of Vermont, says, 'I think people don't really understand what they're consenting to. Regulations like Vermont's new law are inherently flawed simply because they're based on consumer consent.'
A Kinney Drugs representative told VTDigger that they are aware of some patients' dissatisfaction with Burt. Kinney Drugs said they are currently reviewing each patient's concerns and attempting to contact them individually.
Kinney Drugs explained that they implemented Burt 'to reduce repetitive tasks and free up time for pharmacists.' Management believes Burt is contributing to achieving this goal, with one board member stating, 'The AI is definitely working and is handling phone calls very carefully, which has reduced the number of calls to the pharmacy.' On the other hand, it has been pointed out that pharmacists will have to handle AI errors and inquiries, potentially increasing the burden on pharmacists who are already suffering from overwork due to staff shortages.
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