A pharmacy now reviews every counter visit against the chain’s checklist
In two months, Lansy AI reviewed 8,519 customer visits at the counter of one pharmacy in a chain. The review criteria came from the chain’s own checklist, and the first audit showed that the team never once told a customer about promotions in the mobile app, a priority for the chain.
8,519
counter visits reviewed
60%
of visits: the customer asks for a product by name
59%
of visits end with a farewell, up from 50%
Pilot at the counter of one pharmacy, 2026. Changes compare two three-week periods within the pilot.
A pharmacy chain
- Type
- Pharmacy chain
- In the pilot
- One pharmacy, the counter
- Recording
- One microphone at the counter
At a pharmacy counter, a lot depends on the employee. In about a minute, they need to understand what the customer needs and remember to ask about allergies and other medicines.
To train its team, the chain uses its own 22-point customer-service checklist and a profile of the ideal counter pharmacist. One of the chain’s pharmacies took part in the pilot: a microphone was placed at the counter, and Lansy AI reviewed every conversation with a customer.
The first audit showed what customers come in for
Lansy AI first sorted visits by the type of request. In six visits out of ten, the customer asks for a specific product, and another quarter of visits are about related products or dietary supplements. Choosing a product by symptoms accounts for 11% of visits, and prescription dispensing for 4%.
For each type of request, Lansy AI uses its own set of criteria.
Types of requests at the counter · share of visits during the pilot
Asks for a product by name
5,143 visits
Related products and supplements
2,052 visits
Choosing by symptoms
955 visits
Prescription dispensing
369 visits
The review criteria came from the chain’s checklist
Lansy AI took 11 criteria from the chain’s 22-point checklist and grouped them by the stages of a visit: greeting, needs discovery, checking the prescription, product advice, offering a substitute, promotions and the app, checkout, and closing. Communication is scored across the whole visit. The shift report uses the same criteria the team was assessed on before.
Two questions that used to count as one are now separate: did the employee ask about allergies, and did they ask about other medicines the customer takes. These are different risks, and the report shows each of them.
Choosing an acyclovir ointment
Pharmacist · 1 min
Overall score
5.5 /10
Greeting
1 / 1
Product advice
1 / 2
Promotions and app
0 / 1
Checkout
1 / 3
Closing
0 / 1
Communication
3 / 3
Total
6 / 11
Summary
The customer chose acyclovir ointment and made the purchase. The pharmacist returned the customer’s greeting and named the total, but at checkout didn’t ask about a loyalty card or the payment method, didn’t mention a promotion or the app, and didn’t say goodbye.
Standards checklist
Lansy AI showed how the team handles the chain’s priorities
Employees offered a substitute or an alternative in 18.3% of visits. Customers came in for related products or supplements in a quarter of visits, while employees suggested a related product on their own in 6.2%.
Before the pilot, nobody knew these numbers: the checklist was filled in only during spot checks.
What changed in six weeks of the pilot
A farewell is now heard in 59.4% of visits, compared with 50.1% at the start. Customers heard “we don’t have it in stock” less often: in 3.6% of visits at the start and 2.6% at the end. Lansy AI can find out why customers leave without buying.
Farewell and “out of stock”
first three weeks · next three weeks
The visit ends with a farewell
50.1%59.4%
The customer hears “we don’t have it in stock”
3.6%2.6%
Share of visits. First three weeks: 3,534 visits. Next three weeks: 3,080.
Next steps
Give every employee personal access to Lansy AI
In the pilot, employees didn’t have their own access yet. With it, they will see what they missed during the shift and how they could have said it, and can fix it in their next conversations.
Start mentioning app promotions to customers
Set a separate goal in Lansy AI and show the employee the moment in the visit to mention a promotion.
Find out why customers leave without buying
Tag every visit that ends without a purchase with the reason, so the team can improve the assortment and how alternatives are offered at the counter.
See how Lansy AI reviews visits at your pharmacy counter
In a demo, we’ll show a review against your own checklist and which steps of the standard are skipped most often.