Case Study: Walgreens Boots Alliance boosts customer service with Microsoft Azure

Walgreens Boots Alliance boosts customer service with chatbots built on Microsoft Azure

Walgreens Boots Alliance, a global pharmacy and healthcare retailer, wanted to make its websites more responsive and reduce friction for customers seeking care and pharmacy information, especially as COVID-19 drove a surge in demand. To support this, Walgreens Boots Alliance used Microsoft Azure along with Microsoft Healthcare Bot service and Microsoft Bot Framework on Walgreens.com and Boots.com.

Microsoft Azure helped Walgreens Boots Alliance launch a COVID-19 risk assessment chatbot and a pharmacy Q&A bot that answered common questions, routed users to telehealth, and reduced call center burden. The bots went into production quickly, handled thousands of interactions, and were easy to update as guidance changed, improving customer service and helping direct people to the right care more efficiently.

Walgreens Boots Alliance

Greg Orr

Vice President, Digital Health