Kinney Drugs Reverts Phone System After AI Assistant Issues

Greenville Spartanburg Asheville Anderson, SC, August 8, 2026 —

Kinney Drugs, a drugstore chain with a presence in upstate New York and Vermont, has adjusted its use of an artificial intelligence phone assistant following customer reports of service disruptions. The company announced it will scale back the functionality of its AI assistant, known as Burt, and revert to a traditional touch-tone phone system for incoming calls.

The decision comes after customers experienced issues with the AI system, including reports of incorrect prescription dosages and missed notifications regarding prescription renewals. These reported problems prompted Kinney Drugs to re-evaluate the effectiveness and reliability of Burt for direct customer interaction.

While Burt will no longer handle incoming calls, Kinney Drugs plans to continue utilizing the AI assistant for specific outbound communications. These will include optional services such as sending refill reminders to customers. The company stated this approach aims to retain some of the benefits of AI technology while mitigating the risks associated with its use in critical pharmacy services.

The contractor’s name for the AI assistant was not provided. The specific timeline for when these issues were first reported or when the decision to scale back Burt was made was not detailed. The extent of the incorrect dosage reports or missed notifications was also not specified.

Kinney Drugs has served communities in upstate New York and Vermont for many years. The company’s move highlights the ongoing challenges and considerations for businesses integrating AI technology into customer-facing operations, particularly in sectors where accuracy and reliability are paramount.

Story summarized from the original created by Lizzie Jensen, Jordan Gartner on www.foxcarolina.com, see more information here.