Episode Details

When Kinney Drugs launched its AI assistant Burt to handle prescription refills, it backfired spectacularly—customers are getting garbled drug names, wrong refill requests, and even excess meds. The system’s glitches are causing delays, missed notifications, and forcing pharmacists to handle more manual fixes. Privacy fears mount as customer data is shared with third parties, and laws lag behind fast-moving AI. While the pharmacy claims Burt is improving efficiency, users say it’s making things worse—and some are even switching pharmacies. This messy rollout highlights the growing tension between tech innovation and real-world safety, privacy, and regulation in healthcare.

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