Case Study: a large Fortune 50 U.S. retail pharmacy chain scales automated voice solutions to 1M+ calls per day with Deepgram

Large Fortune 50 U.S. Retail Pharmacy Chain scales to 1M+ calls per day with Deepgram

A large Fortune 50 U.S. retail pharmacy chain faced challenges with its legacy Nuance IVR system, which frequently misheard complex medication names and member IDs. This led to misrouted calls, documentation errors, and increased live agent demand, especially after the announced end-of-life for the on-premise stack. They partnered with vendor Deepgram to modernize their system with a medical-grade speech AI solution.

Using Deepgram's Nova Medical for speech-to-text and Aura for text-to-speech, the company rebuilt its IVR. The solution achieved 92% recognition accuracy on pharmacy terms and scaled to handle over one million calls per day. This resulted in higher call containment, reduced agent load and contact center costs, and an improved member experience, all on a future-ready, HIPAA-eligible architecture.