• Legacy DTMF IVR systems created friction for patients and led to poor user experiences.
• High volumes of inbound voice calls increased workloads for pharmacy associates, limiting their ability to focus on higher-value patient interactions.
• Growing customer expectations required faster, more personalized and always-available service channels.
• Scaling a modern solution consistently across 5,300 pharmacy locations presented significant operational complexity.
• Need for a future-ready platform capable of supporting Agentic AI and autonomous customer service capabilities.

Conversational AI

HCLTech replaced the legacy touch-tone IVR with an intelligent conversational platform that enables patients to interact naturally using voice. The solution streamlined common pharmacy tasks, reducing effort across prescription refills and routine inquiries while improving accessibility through simple, natural language interactions.

Enterprise-scale release

The solution was successfully deployed across all US pharmacy locations within weeks, creating a standardized and scalable patient engagement platform serving millions of interactions annually.

Continuous performance improvement program

Following deployment, HCLTech established a dedicated performance optimization program that leverages analytics, conversational insights and agile delivery methodologies to continuously improve containment rates, customer satisfaction and operational efficiency.

Foundation for Agentic AI

The platform was designed as a strategic foundation for next-generation AI capabilities, including:

• Proactive and predictive orchestration to anticipate patient needs and simplify healthcare journeys.
• Refill RX assistant to streamline prescription management and automate refill workflows.
• Digital consult scheduler to improve patient engagement and appointment management.
• Advanced analytics capabilities to:
  • Visualize operational and customer experience trends.
  • Detect and categorize call fallout points.
  • Identify optimization opportunities and pharmacist engagement strategies.
  • Improve service quality through data-driven insights.

• More than 375 million patient calls successfully handled through HCLTech's conversational IVR platform.
• More than 75 million prescriptions ordered without requiring human intervention.
• 48% of prescription refill requests were successfully completed through self-service channels without any support from pharmacy team.
• 22% of callers completed the required task and disconnected without additional assistance and callbacks.
• Successful deployment across 5,300 pharmacy locations nationwide.

• 10% increase in self-served and fully contained calls.
• 14% reduction in requests to speak directly with a pharmacist.
• Four-point increase in net promoter score (NPS).

• Improved patient satisfaction through faster and more intuitive self-service experiences.
• Reduced call center and pharmacy associate workloads, allowing staff to focus on patient care.
• Enhanced operational scalability across thousands of locations.
• Greater visibility into customer interactions through advanced analytics and reporting.
• Established a future-ready AI platform capable of supporting Agentic AI-powered patient engagement and autonomous service delivery.