- Walgreens Boots Alliance
are about meeting people where they are
and making healthcare
personalized and relevant.
Technology has been critical during COVID
and how we've really met
the needs of our customers.
- We seek out and are passionate about
reducing friction in a process.
Everyone has a great pharmacist
that they know, right,
when they go to their store.
They ask a few questions
about whatever issue you have,
and then they kind of point
you in the right direction.
And we think that's a
tremendous, you know,
ability for a bot to do the same.
For COVID-19 specifically,
I can't think of an area
where there is more friction.
People don't know what
they're supposed to do,
and so we look at the utilization of bots
to reduce that friction.
- Our call center has started
to receive a huge increase
in the number of calls
coming in from customers
who want help, and support, and advice.
And so we've had customers
coming in saying,
"How do I order a repeat prescription?
How do I make sure that my medicine
gets delivered on time?"
All of those use cases
where we're able to give,
you know, very specific
answers or direct the customer
to specific ways they can get help.
What we want to do is
to provide our customers
with a really clean, easy, and simple way
to get access to the information
that they really need.
Given that we're already on Azure
it was really straightforward to use
the Microsoft Bot Framework
to start building out a new tool.
- Innovation with a
bot only took us a day.
We had to customize our services to adapt
to the use case that we had,
but the integration was super quick.
- [Steve] Question and Answer
Maker was a really easy tool
to write all of their
questions and to make sure
that everything went into the right place
with minimal training.
- We're all able to
jump on Microsoft Teams,
utilizing the admin
tool within the chatbot
and make changes in real time,
do a quick test and we
can deploy in seconds.
- [Steve] We can use the Azure Analytics
to see how our customers
have been interacting with
the bot, do some analysis,
and make sure we're providing
answers to questions
that customers want.
- [Greg] It's been fantastic
to see all of this data
in just about real time and know
that we're doing the right
things for our customers,
and just as importantly,
doing the right things
for our service providers,
by moving folks towards telemedicine,
as opposed to kind of
driving down to the hospital.
- [Vineet] Technology and
cloud based environments
allow us to build new products, services,
and experiences, faster
than we ever have before.
Our partnership with
Microsoft is building the DNA
of our digital transformation,
the infrastructure that
it's gonna take to lead us
into the future.