Rudy Lai
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AI @ Walgreens

Retail pharmacy giant
Industry
Last updated
July 3, 2025 at 10:44 AM

Summary

  • Walgreens Boots Alliance has steadily integrated AI technologies since 2019, starting with a strategic partnership with Microsoft to enable personalized healthcare insights and expanding through various operational and customer engagement enhancements.
  • Key AI-driven initiatives include voice-powered in-store tools, conversational AI for COVID-19 vaccine scheduling with Nuance, AI-based medication adherence programs boosting adherence rates by up to 9.7%, AI-driven demand planning and personalized marketing, and recent supply chain optimization using Palantir's digital twins.
  • By 2025, Walgreens employs advanced AI solutions across supply chain management, pharmacy modernization, predictive healthcare modeling, and customer experience improvements, positioning AI as a core enabler of operational efficiency and enhanced patient engagement.

VIBE METER

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7 AI Use Cases at Walgreens

Supply Chain
2025
Traditional
Generative
Agentic
Outcome
Costs
AI-powered digital twins created by Palantir unify fragmented data sources to provide Walgreens with real-time visibility and enhanced supply chain operations. [1]
Customer Support
2023
Customer Facing
Traditional
Generative
Agentic
Outcome
Costs
Walgreens integrates AI and chat technologies into service management to handle customer interactions without increasing workforce or operational costs. [1]
Demand Planning
2023
Traditional
Generative
Agentic
Outcome
Costs
Walgreens uses AI-powered demand planning to optimize inventory and personalize customer outreach, improving retail operations and marketing effectiveness. [1]
Medication Adherence
2021
Traditional
Generative
Agentic
Outcome
AI platforms analyze patient data to increase medication adherence rates, addressing social vulnerabilities and reducing bias in outreach programs. [1]
Appointment Scheduling
2021
Customer Facing
Traditional
Generative
Agentic
Outcome
Conversational AI solutions assist customers in scheduling COVID-19 vaccination appointments and eligibility confirmation, improving access and operational efficiency. [1]
Voice Assistance
2019
Customer Facing
Traditional
Generative
Agentic
Outcome
Walgreens implements voice-powered technology in stores to assist associates and improve customer interactions and in-store experience. [1]
Personalized Healthcare
2019
Customer Facing
Traditional
Generative
Agentic
Outcome
Walgreens uses AI-enabled data integration with Microsoft to deliver personalized and digitized healthcare services, enhancing patient insights and outcomes. [1]

Timeline

2025 Q3

1 updates

Walgreens Chief Pharmacy Officer Rick Gates discussed pharmacy modernization through AI and micro-fulfillment technologies to enhance future pharmacy practices.

2025 Q2

1 updates

Palantir provided Walgreens with AI-powered digital twins to unify fragmented retail data sources, delivering real-time visibility into supply chain and operations.

2025 Q1

1 updates

Walgreens Boots Alliance optimized operations and healthcare services using AI in supply chain optimization, personalized rewards programs, and predictive healthcare models.

2024 Q4: no updates

2024 Q3: no updates

2024 Q2: no updates

2024 Q1

1 updates

Walgreens leaders predicted a 2024 trend of pharmacies acting as healthcare hubs and leveraging AI to forecast retail trends; AI-driven chatbots assist in patient scheduling and medication reminders.

2023 Q4

1 updates

Walgreens Boots Alliance avoided AI vendor hype by using AI and chat intelligence to enhance service management without increasing staff or costs.

2023 Q3

1 updates

Walgreens completed AI transformation achieving AI-driven demand planning and personalized customer outreach, moving away from traditional marketing.

2023 Q2

1 updates

Walgreens partnered with Freenome for AI-enhanced clinical studies and leveraged AI-driven demand planning and retail operation transformations.

2023 Q1: no updates

2022 Q4

1 updates

Walgreens utilized Digitate's AIOps AI solution to streamline vaccine scheduling and IT support ticket management.

2022 Q3: no updates

2022 Q2: no updates

2022 Q1

1 updates

Walgreens Boots Alliance leveraged advanced cloud, data analytics, and AI to personalize customer engagement and improve operations.

2021 Q4

1 updates

Walgreens deployed an AI-powered adherence program addressing social vulnerability and bias in medication adherence efforts.

2021 Q3

1 updates

Walgreens enhanced email marketing engagement using AI technology and leveraged AllazoHealth's AI platform to increase medication adherence by 5.5% to 9.7%.

2021 Q2: no updates

2021 Q1

1 updates

Walgreens used Nuance's conversational AI to support COVID-19 vaccine scheduling and eligibility confirmation, providing both digital and non-digital customer engagement options.

2020 Q4: no updates

2020 Q3: no updates

2020 Q2: no updates

2020 Q1: no updates

2019 Q4: no updates

2019 Q3

1 updates

Walgreens implemented voice-powered AI technology in stores to improve customer and associate experiences.

2019 Q2: no updates

2019 Q1

1 updates

Walgreens Boots Alliance formed a strategic partnership with Microsoft focused on applying AI and data science to deliver personalized and digitized healthcare.