When a pharmacy chain introduced AI to improve operational efficiency, delays, incorrect information, and privacy issues occurred

Kinney Drugs’ AI phone assistant for prescription refills and customer inquiries has drawn complaints over slow service and incorrect refill information.

Users also reported missed pickup notifications and growing concerns about how patient data is being handled.

Kinney Drugs says it is reviewing the complaints and contacting affected patients.

The case highlights how healthcare automation can hurt service quality, cause medication errors, and raise privacy risks.