Pharma
Order Refill, Patient Support
Client
Incube Pharma
Category
Order Refill & Patient Support (Non-diagnostic, Non-prescriptive)
Date
Feb 25, 2025
A pharma / healthcare distribution business (non-diagnostic, non-prescriptive workflows) was struggling with coordinating repeat orders and basic patient/retailer communication.
Pharmacies and distributors placed repeat orders via calls and WhatsApp, often leading to missed messages or delays.
Patients frequently called to check order status, delivery times, or simple non-clinical information like “When will my refill reach?” (without asking for medical advice).
Call centers were overloaded with logistics and coordination queries, rather than true medical support.
Manual processes made it difficult to track every interaction and ensure consistent service levels.
Aguken AI implemented voice AI agents for refill coordination and non-clinical support while keeping clear boundaries (no diagnosis, no prescribing, no clinical decision-making).
For pharmacies/distributors:
AI voice agents made scheduled outbound calls to capture refill orders, confirm quantities, and verify delivery windows.
Orders were recorded in structured format and pushed directly into the order management system.
For patients (within allowed, non-medical scopes):
Agents provided order status, delivery timelines, and refill reminders for ongoing subscriptions where workflows were clearly defined.
All conversations were restricted to logistics, status, and process information, not medical advice.
The system ensured proper escalation to human staff for any query that went beyond the predefined non-clinical scope.
With Aguken AI, the pharma / distribution business:
Streamlined repeat order capture from retailers, reducing manual calling and follow-ups.
Improved on-time refills and deliveries through better coordination and reminders.
Reduced the burden on human teams who could now focus on exception cases, partner relationships, and compliance-heavy tasks.
Maintained a clear and safe separation between logistical voice automation and any clinical workflows.
The outcome is a safer, compliant, and operationally efficient voice layer that supports pharma logistics and distribution while respecting regulatory boundaries.
