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Kinney Drugs pulls back AI phone assistant after hundreds of customer complaints

摘要

Kinney Drugs 因顾客投诉其 AI 电话助手 Burt 通话内容混乱、给出错误剂量、漏发处方通知，决定缩减该助手的使用范围。Burt 于五月上线，用于与患者沟通处方和续药事宜。公司总裁 John Marraffa 承认体验不佳，将恢复传统的按键式电话系统处理来电。针对隐私担忧，他表示 Burt 完全符合 HIPAA 规定，非开源且不会生成或篡改数据。Burt 仍将用于处方续药短信等外呼通信，但患者需主动选择接收。

荐读理由

药店 AI 客服因答非所问、给错剂量被数百投诉后撤回，说明合规不等于体验过关，你上 AI 客服前得先想清楚交互兜底

原文

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BURLINGTON, Vt. (WCAX) - Kinney Drugs is scaling back its AI assistant after customers reported incoherent calls, wrong dosages, and missed prescription notifications.

Kinney Drugs first introduced Burt, an AI assistant named after the pharmacy chain’s founder, back in May. The bot’s role was to communicate with patients about prescriptions and refills. But customers quickly reported a number of issues with the tech, as first reported by VTDigger.

“But one thing I want to point out is getting privacy and security right does not mean we got the experience right. We did not, and we own that,” Kinney Drugs President John Marraffa said.

Marraffa says Kinney will return to its old model for incoming patient calls — the classic touch-tone phone system.

Customers also raised concerns about data privacy — worried their personal health information could be exposed through an AI platform. Marraffa says Burt is fully HIPAA compliant and that the AI is not open-source and does not generate or manipulate data.

Kinney will keep Burt for outbound communications like prescription refill texts, but patients must opt in to receive them.

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