Choosing AI Use Cases That Deliver The Most Value

Jan 6, 2025

Artificial intelligence (AI) is rapidly transforming the pharmacy industry by automating routine tasks, improving operational efficiency, and enhancing patient care. But with so many potential applications, how can pharmacies decide where to start? The key lies in understanding what AI excels at compared to humans and choosing use cases where it adds the most value. This blog introduces a practical framework to help pharmacies evaluate AI use cases effectively.

Understanding AI vs. Human Strengths

The first step in selecting an AI use case is recognizing the strengths of both AI and humans:

AI Strengths

  • Repetitive and rule-based tasks: AI handles structured, repetitive processes efficiently.

  • Handling large volumes of data: AI processes and analyzes vast amounts of information quickly and accurately.

  • Providing consistent responses: AI delivers uniform, accurate, and fatigue-free responses.

Human Strengths

  • Empathy and nuanced understanding: Humans excel in personalized patient interactions and emotional intelligence.

  • Creative problem-solving: Humans navigate complex scenarios requiring critical thinking.

  • Building trust and rapport: Personal communication strengthens relationships with patients.

By aligning tasks with these strengths, pharmacies can maximize the benefits of both AI and human expertise.

Framework for Choosing the Right AI Use Case

1. Evaluate Task Complexity

Tasks that are repetitive, rule-based, and high-volume are ideal for AI. These include:

  • Handling prescription refill requests.

  • Answering common questions about operating hours or medication availability.

  • Sending automated reminders for refills or appointments.

On the other hand, tasks where the rules are very complex, problem-solving requires a nuanced understanding of the situation, or there are numerous "unique scenarios" may be better suited for human staff.

2. Analyze Volume and Frequency

Prioritize tasks that:

  • Occur frequently and consume significant staff time.

  • Involve a high volume of repetitive actions, such as answering routine phone inquiries.

3. Measure the Potential Impact

Assess how much time, money, and effort could be saved by automating the task. For example:

  • Automating phone calls for prescription refills can reduce call handling time by up to 50%.

  • Proactive patient reminders can improve medication adherence rates.

4. Consider Scalability

Choose use cases that can grow with your pharmacy. For instance, an automated phone system can handle increasing call volumes as your patient base expands.

Examples of AI Use Cases in Pharmacies

1. Automated Phone Systems

AI-powered systems can:

  • Handle prescription refill requests without human intervention.

  • Provide real-time updates on prescription status.

  • Answer FAQs about pharmacy services, operating hours, and more.

2. Medication Adherence Support

AI-powered systems can send:

  • Personalized medication reminders via SMS or voice calls.

  • Automated follow-ups to ensure patients take their medications as prescribed.

3. Inventory Management

AI-powered systems can:

  • Optimize stock levels based on historical data.

  • Reduce waste by predicting demand for specific medications.

Challenges and Strategies for Implementation

Challenges:

  • Ensuring AI understands pharmacy-specific terminology and scenarios.

  • Balancing automation with human oversight for complex or unusual cases.

Strategies:

  • Partner with a company that already understands pharmacy-specific terminology, scenarios, and regulations to ensure smooth implementation and compliance.

  • Start with a pilot project focused on high-impact, low-risk tasks like helping patients navigate different phone call queues, automated refill requests, medication synchronization, prescription status updates, and more.

  • Regularly monitor and optimize AI performance based on feedback and metrics.

Conclusion

AI is a powerful tool for pharmacies, but its success depends on choosing the right use case. By focusing on tasks that AI excels at—repetitive, rule-based, high-volume activities—pharmacies can improve efficiency, enhance patient care, and free up staff for more meaningful interactions.

Pharmesol specializes in AI-powered automation for phone calls, messaging, and documentation for pharmacy teams. Schedule a demo to learn how pharmacies are leveraging AI to thrive in today's competitive and demanding environment.