Customer Service · Blog · 🇺🇸 United States · via agentusecases.ai
Pharmacy uses a voice agent to handle prescription refill calls
At Hells Canyon Pharmacy, in the US, a voice agent answers the call, identifies the patient and submits the refill request.
- Profession
- Pharmacist, Customer Service Manager
- Tools
- TJM Labs Voice AI
- Source
- tjmlabs.com ↗
- Country
- 🇺🇸 United States
- Found via
- agentusecases.ai (Alex Finn) ↗
- Report date
- no date
- Verified on
- October 27, 2026
What they did
The agent runs on the phone system the pharmacy already had and works with its pharmacy management system. On each call it identifies the patient, pulls their active prescriptions and submits the refill. If no refills remain, it queues a renewal request to the prescriber. Clinical or complex questions go to staff along with the call context.
How it went
In the first 30 days it handled 749 calls and submitted 380 refill requests without staff involvement. The agent went live 15 days after scoping was completed.
Good to know
The numbers come from the website of TJM Labs, which sells the tool. Pharmacy calls involve health data, which privacy laws treat as sensitive: define how the agent verifies identity and when it hands the call to a person.
The prompt
Write the script for a voice agent at [pharmacy name] that handles prescription refill calls: how to verify identity using [name, date of birth, phone number], what to do when refills remain, when to request a renewal from the [prescriber], when to transfer to a staff member (e.g. [controlled substances, clinical questions]), and a notice that the caller is talking to an AI.
Replace what is in [brackets]. Prompt written by us from the account, not a literal copy of the source. Do not paste other people’s personal data (privacy laws such as LGPD and GDPR apply).
Summary in our own words. Results as stated in the original account; we have not tested or audited them. Read the source ↗ Case found via agentusecases.ai (Alex Finn); text and prompt rewritten by us. Found a mistake?
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