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

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Kinney Drugs pulls back AI phone assistant after hundreds of customer complaints
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Kinney Drugs is reverting to a touch-tone phone system after their AI assistant, Burt, caused customer frustration due to errors and privacy concerns. The company will limit AI use to opt-in text communications.

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BURLINGTON, Vt. (WCAX) - Kinney Drugs is scaling back its AI assistant after customers reported incoherent calls, wrong dosages, and missed prescription notifications.

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