Kinney Drugs pulls back AI phone assistant after hundreds of customer complaintsSkip to content
Share
Add Us On GoogleAdd as a preferred source on Google
BURLINGTON, Vt. (WCAX) - Kinney Drugs is scaling back its AI assistant after customers reported incoherent calls, wrong dosages, and missed prescription notifications.<br>Kinney Drugs first introduced Burt, an AI assistant named after the pharmacy chain’s founder, back in May. The bot’s role was to communicate with patients about prescriptions and refills. But customers quickly reported a number of issues with the tech, as first reported by VTDigger.<br>“But one thing I want to point out is getting privacy and security right does not mean we got the experience right. We did not, and we own that,” Kinney Drugs President John Marraffa said.<br>Marraffa says Kinney will return to its old model for incoming patient calls — the classic touch-tone phone system.
Customers also raised concerns about data privacy — worried their personal health information could be exposed through an AI platform. Marraffa says Burt is fully HIPAA compliant and that the AI is not open-source and does not generate or manipulate data.<br>Kinney will keep Burt for outbound communications like prescription refill texts, but patients must opt in to receive them.
Copyright 2026 WCAX. All rights reserved.
Most Read
Hannaford recalls select items linked to salmonella outbreak
Homicide suspect now in custody after search, NY police say
State trooper hydroplanes on I-89, hits another vehicle
Poultney man cited for animal cruelty after shooting dog
WWII soldier from Bennington identified, laid to rest 80 years after death
Rabies vaccination effort targets Vermont’s northern border amid rising cases
Vermont host to Canada, New England leaders to discuss relations
Police searching for ‘armed and dangerous’ suspect in Plattsburgh area
Latest News
Missing Vermont woman found safe
Bradford police target parking lot stunt drivers
Primary election to have major impact on education in central Vermont
Balint unopposed in primary, says more political diversity needed
Police looking for library thief
Bradford police target parking lot stunt drivers
Balint unopposed in primary, says more political diversity needed
Police looking for library thief