New Jewel Osco Pharmacy AI Assistant is a Nightmare
Has anyone else encountered the new osco pharmacy AI assistant?
Today in attempting to refill my child's prescription, which would normally take 2 minutes through the old automated system, the AI hung up on me without taking any information three times due to "technical issues".
Twice it attempted to refill the prescription but couldn't find the prescription number in its system. It asked for a phone number and birthday instead, which of course doesn't apply to my child so it couldn't find it that way.
Three out of the four times that it transferred me to the pharmacist, it went to a non-specific dead voicemail.
After 11 minutes and a near stroke from frustration and anger, I managed to get through to a pharmacist who put me on hold for another 4 minutes. I politely asked the pharmacist if there was a corporate person I could relay my frustrations to and she said no and I'm sure they've heard it all before. Anyway, they're not going to change.
The pharmacist easily found the prescription by prescription number by the way.
I had been super loyal to this pharmacy for over 17 years because they are so good at handling prescriptions without allergen contamination. However, if I have to spend 15 minutes to talk to a pharmacist, I will have to switch.