Episode Details

Kinney Drugs is pulling the plug on its AI assistant Burt after wild customer calls—including wrong dosages and missed alerts—exposed major user experience flaws. The company’s admitting they dropped the ball on customer service, even if privacy and security were intact. Incoming calls are now routed back to old-school touch-tone systems, while Burt remains for opt-in text reminders about prescriptions. It’s a blunt reminder that in healthcare, reliability trumps novelty—even when tech feels cutting-edge.

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