Browns Pharmacy Chatbot

The Challenge

Browns Pharmacy, one of Malta’s largest pharmacy chains, handles a high volume of customer inquiries daily — from product availability and prescription status to order tracking and refund requests. Their OxygenRX PMR (Pharmacy Management & Records) system contained all the necessary data, but customers could only access it through phone calls or in-person visits. This created bottlenecks, particularly during peak hours, and placed unnecessary burden on pharmacy staff.

Our Approach

Neural AI developed a self-service AI chatbot integrated directly with the OxygenRX PMR system:

• RAG-powered FAQ handling answering common questions about pharmacy services, medication information, and store policies using authoritative, curated content
• Live order detail lookups connecting securely to the PMR system to retrieve and display customer order status, prescription history, and delivery information in real-time
• Automated refund processing guiding customers through the refund workflow conversationally, collecting necessary details and initiating the process without staff intervention
• Agentic capabilities enabling the chatbot to execute multi-step tasks such as checking stock, confirming eligibility, and processing requests autonomously
• Multi-channel deployment via messaging platforms customers already use, ensuring maximum adoption and convenience