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Longs Drugs appears to have transitioned to an AI agent handling phone calls. Yesterday, the caller ID system promptly assisted me as the AI/IVR inquired about my prescription. I confirmed my identity, and the AI system explained that the pharmacist encountered an issue. The AI agent then asked if I wanted to speak to a pharmacist. Naturally, I agreed and spoke with the pharmacist. The entire process was remarkably smooth.
Today, I called to check if everything was resolved. However, the AI completely misunderstood my words and kept asking me for a prescription number that I didn’t have. This happened repeatedly, so I would hang up and call again to avoid getting stuck. Finally, it said I could leave a message (no option to wait on hold) and confirmed my phone number (it knew the number from caller id). It was as if the AI had completely malfunctioned or I was back to using a traditional IVR system. The experience was extremely terrible and disappointing.
I’m left wondering if this was two separate systems or if the LLM was just “mentally destroyed” taking calls all day. I have no idea what happened but I really don’t like how quickly this #enshittified