Case Study: Leading World’s Largest Retailers scale rapid COVID-19 vaccination appointment scheduling with [24]7.ai

[24]7 Agent Services™ Bolsters Vaccination Appointment Scheduling for Global Retailer

A national, household-name retailer with pharmacies within 10 miles of 90% of the U.S. population partnered with [24]7.ai to manage the complex logistics of COVID-19 vaccine appointments. The core challenge was quickly reaching people—especially those unable to self-schedule online—and scaling phone-based support as vaccines became widely available.

[24]7.ai rapidly hired and trained 500 full-time agents (with 300 more in training) in two weeks, expanded scheduling support from pilot stores to thousands across dozens of states, and consistently met the SLA of answering 80% of calls within 20 seconds, enabling timely appointment booking and local vaccination events.