Drugstore chain pulls back AI assistant after receiving hundreds of customer complaints

Kinney Drugs, a drugstore chain in upstate New York and Vermont, has scaled back its AI phone assistant after hundreds of customer complaints about incoherent calls, wrong dosages, and missed prescription notifications. The chain will revert to touch-tone phone systems for inbound calls while keeping the AI assistant for opt-in outbound refill texts.

This Wire brief sits within Fusion42's coverage of Healthtech Infrastructure, and 3 sources have reported it.