WestCX Enhances Pharmacy Operations with Advanced Agentic AI Solution

WestCX, a division of West Technology Group, has introduced an innovative agentic AI solution designed to enhance and streamline pharmacy-patient communications. The new technology helps pharmacies automate routine patient interactions, improve medication adherence, and minimize operational strain creating a more connected and efficient patient experience.

This cutting-edge solution is available through WestCX’s Mosaicx and TeleVox brands, combining conversational AI with advanced agentic capabilities. Together, they deliver personalized, multi-channel communication via a secure platform that supports pharmacies in delivering proactive, patient-centered care.

By automating repetitive inbound calls and common inquiries, the solution allows pharmacy staff to refocus their time on high-value patient care. The agentic AI intelligently tailors outreach based on patient behavior and context, ensuring that each interaction feels relevant and timely. This personalized approach strengthens patient trust and loyalty while improving refill rates, pickup compliance, and vaccination outreach.

Driving Meaningful Results for Pharmacies

Early adopters of the WestCX solution have reported significant improvements across several key performance areas:

• Up to 80% automation of standard inquiries such as refills, status checks, and FAQs, freeing staff for essential operations.

• 20–35% increase in refill rates thanks to personalized, timely outreach.

• Noticeable boosts in medication adherence and completed vaccination series.

• Thousands of staff hours saved annually through automation, leading to reduced burnout and improved morale.

Pharmacies sit at the front line of patient care, yet their teams are often stretched thin managing administrative and repetitive tasks,” said Sam Meckey, President of WestCX. “With this solution, those fragmented interactions become seamless and directly support critical operational metrics like improved medication adherence and reduced return-to-stock events. Patients get the right message and care at the right time, and pharmacies see stronger loyalty, higher foot traffic, and proven revenue growth.”

Empowering Smarter, Seamless Patient Engagement

The new agentic AI solution equips patients with intelligent tools for smoother experiences. Features include smart map links to simplify prescription pickups, integrated web payments for faster checkout, and barcode-enabled pickups to minimize in-store wait times.

For pharmacies, the platform’s embedded analytics and AI-driven optimization continuously refine performance, driving higher ROI and sustainable adherence rates. Over time, the system learns and adapts to patient behavior, ensuring that communications remain both efficient and empathetic.

By merging AI automation with patient-centric engagement, WestCX is redefining how pharmacies communicate, manage workflows, and enhance the overall standard of care helping healthcare providers deliver smarter, faster, and more compassionate service.

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