WestCX launches agentic AI to streamline pharmacy operations
OMAHA, Neb., Oct. 21, 2025 - WestCX, part of West Technology Group, introduced an agentic AI solution that automates pharmacy-patient communications through its Mosaicx and TeleVox brands. The platform blends conversational AI with agentic workflows to personalize outreach across channels, cut call volume, and improve adherence.
For operations leaders, the goal is straightforward: reduce repetitive tasks, lift refill performance, and free staff to focus on clinical conversations. Early results suggest meaningful gains in both efficiency and revenue-driving metrics.
What ops teams are seeing
- Up to 80% automation of standard inquiries (refills, status, FAQs), easing call-center load
- 20-35% increase in refill rates driven by timely, personalized outreach
- Higher medication adherence and more completed vaccine series
- Thousands of staff hours saved annually across inbound and outbound communications
How the agentic model works
The system handles common inbound calls with conversational AI, then uses patient behavior and context to orchestrate next steps. Think refill prompts, pickup reminders, and vaccine outreach that adapt based on engagement, history, and status.
Interactions run across voice, SMS, and digital channels on WestCX's secure platform. The agentic layer prioritizes tasks, schedules follow-ups, and routes to humans when needed.
Patient experience features that cut friction
- Smart map links for faster pickups
- Integrated web payments to shorten checkout
- Pickup barcodes to reduce in-store wait time
Operations playbook: metrics that matter
- Call containment rate and first-contact resolution
- Refill rate, return-to-stock rate, days-on-therapy adherence
- Average handle time and queue abandonment
- Outbound engagement: reach, response, conversion to action
- Staff hours saved and cost per contact
- Vaccine series completion and time-to-pickup
Implementation checklist
- Data feeds: prescription status, inventory, pickup windows, calendar slots for vaccines
- Integrations: IVR, WFM, POS, payment gateway, CRM, and (where applicable) EHR interfaces
- Governance: message templates, escalation rules, QA, and audit logs
- Compliance: HIPAA, consent/opt-in management, data retention, language accessibility
- Routing: clear handoffs to pharmacists/techs for clinical or high-risk queries
- Optimization: A/B testing on scripts, timing, and channels with embedded analytics
Why this matters for adherence
Missed refills and returns-to-stock are expensive and erode care quality. Proactive, behavior-aware outreach closes gaps by meeting patients at the right time on the right channel.
For context on the impact of adherence on outcomes and cost, see guidance from the CDC.
Quote
"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."
Risk controls to keep in place
- PII protection and encryption across channels
- Strict consent capture for SMS/email; easy opt-out
- Clear exclusions for clinical advice; route sensitive cases to licensed staff
- Ongoing monitoring for misclassification and edge cases
What to do next
If your team is targeting call containment, refill lift, or fewer returns-to-stock this quarter, this is worth a pilot. You can request a demo at westcx.com.
Building internal AI capability alongside deployment can speed adoption. For structured upskilling in AI automation and ops workflows, explore AI courses by job.
About WestCX
WestCX, under West Technology Group, provides AI-powered omnichannel solutions through Mosaicx and TeleVox, focusing on automated interactions that improve efficiency and customer and patient satisfaction. With more than 30 years of enterprise CX experience, the company's strengths include digital patient relationship management and conversational AI. West Technology Group is controlled by affiliates of certain funds managed by Apollo Global Management, Inc. (NYSE: APO).
Media contact
Communiqué PR
MosaicxPR@communiquepr.com
206-282-4923 ext. 129
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