Case Study: a US pharmacy chain scales voice AI for prescription support with Kore.ai

US Pharmacy Chain handles 1M+ daily calls with Kore.ai voice AI

The US Pharmacy Chain, a large retail pharmacy with over 7,000 locations, faced the challenge of managing over one million daily pharmacy calls that pulled staff away from patient care. They partnered with Kore.ai to deploy its AI for Service platform, utilizing Voice Gateway to automate high-frequency, accuracy-sensitive prescription interactions at a national scale while ensuring reliable pathways to human follow-up.

Kore.ai implemented a voice-first automation solution that handled complex medical terminology and provided intelligent caller recognition. The results were significant, with the system successfully handling over one million calls daily across the retail network, averaging about 120 calls per store. This deployment improved prescription access, reduced strain on store teams, and provided an enterprise-grade, resilient foundation for future expansion.