WestCX, under the West Technology Group umbrella, has launched a new agentic-AI platform designed specifically for pharmacies. By automating patient communications, refill outreach and pickups, the solution aims to boost medication adherence, reduce inbound call volume and free up staff for more meaningful tasks.
Glimpse:
The new AI solution from WestCX combines conversational AI and agentic decision-making to handle up to 80 % of routine queries, deliver personalized patient outreach across channels and improve key operational metrics like refill rates and pick-ups. Early adopters report a 20–35 % increase in refill rates and thousands of staff hours saved annually.
Pharmacy operations are under mounting pressure: high volumes of routine calls, increasing expectations for digital service, and tight staffing. To tackle this, WestCX has launched an “agentic AI” solution that blends conversational automation with proactive outreach.
Through its Mosaicx and TeleVox brands, the platform enables pharmacies to automate standard inquiries like refill status, pickup reminders and FAQs while also tailoring outreach based on patient behavior, timing and preferred channels. For instance, the system may send a text or voice message when a refill is due, provide smart map links to the pharmacy, enable web-payments and barcode pickup to reduce wait times.
Early results shared by the company highlight that up to 80 % of inbound and outbound routine tasks can now be handled without human intervention, freeing staff to focus on clinical support and complex cases. Refill rates have reportedly improved by 20-35 %, supporting improved medication adherence and vaccine series completion. Additionally, thousands of staff hours have been saved in pilot sites.
“Pharmacies sit at the front line of patient care, yet their teams are often stretched thin managing administrative and repetitive tasks. With this solution, those fragmented interactions become seamless and directly support critical operational metrics like improved medication adherence and reduced return-to-stock events.”
As more pharmacies adopt digital tools and patient expectations rise, solutions like this could set a new standard for pharmacy operations and patient experience.
“With this solution … patients get the right message and care at the right time, and pharmacies see stronger loyalty, higher foot traffic, and proven revenue growth.”
By
HB Team
