金尼药店连锁店因收到数百起客户投诉，决定缩减其AI助手Burt的使用范围。[1]该药店于2026年5月推出了这款AI助手，原用于与患者沟通处方和续药事宜。[1]
客户投诉涉及多项问题，包括电话通话不连贯、药物剂量错误以及处方提醒遗漏等。[1]针对这些投诉，金尼药店总裁约翰·马拉法表示："做好隐私和安全保护并不意味着我们把用户体验做对了。我们没有做对，我们为此负责。"[1]
尽管金尼药店声称Burt完全符合HIPAA规范，且该AI系统并非开源、不生成或操纵数据，[1]但药店仍决定调整其使用策略。药店将恢复使用传统的触音电话系统处理患者来电，而Burt的功能则限制为仅发送处方续药文本通知，且需要患者主动选择加入才能接收。[1]
Kinney Drugs, a pharmacy chain based in Burlington, Vermont, has decided to curtail its artificial intelligence phone assistant following widespread customer dissatisfaction. [1] The company deployed an AI assistant called Burt in May 2026 to handle patient communications regarding prescriptions and medication refills. [1] However, the rollout generated hundreds of complaints from customers reporting issues including disconnected calls, incorrect medication dosages, and missed prescription reminders. [1]
In response to the feedback, Kinney Drugs will revert to a traditional touch-tone phone system for incoming patient calls while maintaining a more limited role for Burt in outbound text communications about prescription refills, which customers can opt into. [1] The company's President John Marraffa acknowledged the experience gap, stating: "getting privacy and security right does not mean we got the experience right. We did not, and we own that." [1] Kinney Drugs maintained that Burt operates in full compliance with HIPAA regulations and emphasized that the AI system is proprietary and does not generate or manipulate data. [1]