El Ezaby Accelerates Pharmacy Consultations Using Generative AI with IT Visionary on AWS
Starting with a single pharmacy in 1975, El Ezaby has grown into a large, established chain in Egypt that provides high-quality healthcare products and pharmaceutical services. The company has a wide network of over 400 branches across the country. In addition to pharmaceutical services, El Ezaby offers online consultations and delivers health awareness programs to improve healthcare standards in Egypt.
“The pharmaceutical field is huge and always evolving,” says Dr. Mohamed Ashry, e-learning manager at El Ezaby’s academy. “A high turnover rate among pharmacists further complicates the ability to maintain consistent active expertise across all locations. We needed a smarter way to bring trusted knowledge to our pharmacists right when they need it."
Using Generative AI to Accelerate Consultation Responses
El Ezaby had worked with Cairo-based IT Visionary on previous projects, and the pharmacy company had also hosted its systems on AWS for some years. El Ezaby and IT Visionary decided to investigate how generative AI might be able to provide a solution to speed up the pharmacy chain’s information retrieval process and improve the service that it delivered to its customers. Although the opportunities were clear, there was also concern that generative AI could produce inaccurate results—a particular concern for a company with a focus on good patient outcomes.
Consultation Response Times Reduced by 70% and Customer Satisfaction Up by 50%
EzBot is transforming how El Ezaby delivers customer experiences and outcomes in its branches, and the company has reported a 50 percent improvement in user satisfaction scores. Using the RAG-enabled chatbot has resulted in a 70 percent reduction in response times to deliver accurate, context-aware answers. The company’s doctors and pharmacists have embraced EzBot, and the chatbot enables them to deliver faster, more informed guidance. In addition, EzBot fosters continuous learning, keeping pharmacists informed about the latest medical advancements and elevating the standard of care.