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

Kinney Drugs is scaling back its AI assistant, Burt, after customers reported incoherent calls, wrong dosages, and missed prescription notifications. The bot, introduced in May, will be replaced by the classic touch-tone phone system for incoming calls. President John Marraffa acknowledged the experience was not right, but emphasized privacy and security were not compromised. Burt will still be used for outbound communications like refill texts, but patients must opt in.