Kinney Drugs pulls back AI phone assistant after hundreds of customer complaints

Kinney Drugs is scaling back its AI phone assistant called Burt after hundreds of customer complaints about incoherent calls, incorrect dosages, and missed prescription notifications. The pharmacy chain will return to its traditional touch-tone phone system for incoming calls, though Burt will continue handling outbound text messages for prescription refills with customer opt-in. The company acknowledged the experience was flawed while maintaining that Burt is HIPAA compliant and secure.