Influence of AI-Based Customer Support on Pharmacy Service Quality

DOI: https://doi.org/10.63345/ijrmp.v12.i6.1

Sneha Mahanta

Independent Researcher

Odisha, India

Abstract

This study explores the influence of artificial intelligence (AI)‐based customer support on the quality of pharmacy services. The research investigates how AI chatbots, automated prescription management systems, and machine learning–driven support tools are transforming customer interactions, enhancing efficiency, and improving overall service quality. Data were collected from a sample of pharmacy outlets that implemented AI-driven customer support over a period of 12 months. A comparative analysis was performed to assess key performance indicators (KPIs) before and after the AI implementation. The findings reveal a significant improvement in response time, customer satisfaction, and error reduction in prescription management. In addition, the study identifies challenges related to integration, data privacy, and staff training, while also outlining the potential for further enhancements. Overall, the integration of AI-based solutions in customer support not only streamlines operational processes but also enriches the patient experience, establishing a foundation for more responsive and personalized service delivery in the pharmacy sector. The study provides a comprehensive analysis that can serve as a roadmap for future technological adoption in healthcare, ensuring that pharmacies remain competitive while delivering safe and high-quality care.

Keywords

Artificial Intelligence, Customer Support, Pharmacy Service Quality, AI Chatbots, Healthcare Innovation

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