Prescriptions were clean, dosage instructions missing in 63% of visits
In the first 30 days with Lansy AI, every consultation at the counter of a chain of 30+ pharmacies was reviewed against the chain’s own standard, without sampling or mystery shoppers. Prescription sales were clean; the gaps were in the consultation itself.
63%
of visits ended without dosage instructions
0
prescription-dispensing violations
52%
of visits included a loyalty card offer
Pilot at the counter. Every consultation of the period was reviewed against the chain’s own standard, with separate criteria for a full consultation, a targeted purchase, and a prescription sale.
A pharmacy chain
- Branches
- 30+ pharmacies
- Range
- Medicines, medical supplies, dermocosmetics, and health products. Some branches fill prescriptions and compound medicines to order
- Customers
- Walk-in shoppers, regulars who come for advice, and institutions such as clinics and schools
- At the counter
- One pharmacist consults, dispenses, and runs the loyalty program
Management saw revenue, turnover, and stock levels, but not how each conversation with a customer went: whether it was complete, whether the pharmacist asked about symptoms, whether she warned about risks.
The chain had a consultation standard: ask about symptoms, name the dosage, warn about contraindications. How it was followed at the counter, nobody knew.
A polite, quick consultation still ended without dosage instructions
What the chain could not see before the pilot
The receipt records the sale, not the conversation
The POS shows what was sold. Whether the pharmacist named the dosage or warned about contraindications is not on it.
An add-on without a reason gets a no
Offer a probiotic with a prescribed antibiotic, and the customer declines. Explain what it protects, and they agree. One sentence makes the difference.
Pharmacists rarely asked about symptoms
One question, “What’s bothering you?”, changes both the choice of product and the customer’s trust. It is in the standard, but nobody knew how often it was asked.
A real conversation from the pilot: a sore throat, second day. The pharmacist greeted the customer first and introduced herself, asked one clarifying question, and named a product. The tone was calm and polite, and she asked about the loyalty card before payment.
Three things were missed. She did not ask who the medicine was for or what else the customer was taking. She offered an add-on without a reason, and the customer declined. And she let the customer go without a dosage or a schedule. The product was named, but not how it works.
Lansy AI reviews every consultation against the chain’s own standard
A compact microphone at the counter records the conversation. Lansy AI identifies the type of visit, scores it against the chain’s criteria for that type, and then goes through each stage, from the greeting to the goodbye.
Three types of visit, each with its own criteria
Full consultation
The customer comes with symptoms, and the pharmacist chooses a product from scratch.
Targeted purchase
The customer knows exactly what they need. Lansy AI scores the service and whether an add-on fit.
Prescription sale
Strict control: the product is sold only with a prescription.
Rollout
Connection
Compact microphones at the counter. The POS and the CRM stay as they are. Customers’ personal data is anonymized before analysis.
Setup to the chain’s standard
The chain’s consultation rules and upsell criteria are loaded. Lansy AI tells a full consultation apart from a quick sale.
First reviews
In 1–2 days the branch manager gets reports on each pharmacist: a dashboard with the full data and detailed reviews of conversations.
Trends and growth
As data builds up, managers see how the numbers change. The best conversations are flagged for training new staff and for team huddles.
Every consultation is reviewed, so nobody has to listen to the recordings
Lansy AI reviews each consultation once, and each role sees the result at its own level. Below is the sore-throat consultation from the start of this story, as the pharmacist sees it.
A review of every consultation
Quotes from the conversation: what worked, and what exactly to do better and how.
A shift dashboard
The average score, the trend, missed add-ons, and loyalty card offers. Each conversation in full is one click away.
Branches side by side
Trends across the chain and best practices taken from real conversations.
A sore throat, second day
Pharmacist · consultation at the counter
Overall score
6.5 /10
Type
Full consultation
Duration
1 min 35 s
Summary
The pharmacist made contact and recommended a product. Strength: politeness and a calm tone. Room to grow: she did not clarify the context, gave no instructions on how to take the medication, and offered an add-on without a reason.
Criteria of the chain’s standard
Important. The pharmacist clarified one symptom but did not ask who the medicine was for or in what context.
“Do you have a temperature?”
Better approach
“Who is it for? Are you taking any other medicines?”
Important. No instructions on how to take the medication.
Better approach
“Take it after meals, three times a day, for five days.”
Note. The add-on was offered without a reason, and the customer declined.
“Let’s skip that.”
Better approach
“The tablets reduce the inflammation from inside, and the spray works right on the lining of the throat. Shall I add it?”
A targeted purchase went well and still missed an add-on
One of the hundreds of conversations the chain has every day. The customer asked for decongestant nasal drops and wanted to know whether they were harmful. The pharmacist answered honestly: the drops constrict the blood vessels and must not be overused, but they work well to clear the nose. The customer took two packs. She asked about the loyalty card and, when there was none, offered to set one up.
The main miss: decongestant drops go well with saline for rinsing the nose, and she did not offer it. She also did not give a dosage schedule.
Two packs of nasal drops
Pharmacist · consultation at the counter · 1 min
Overall score
8.1 /10
Category
Targeted purchase
Summary
The customer bought two packs of decongestant nasal drops. A targeted purchase: the pharmacist was engaged and answered a question about the product’s safety. Main room to grow: she did not offer saline for rinsing the nose, which goes well with decongestant drops, and did not give a dosage schedule.
Course of the visit
- 00:00 – 00:02Pharmacist: greeting and checking the form“Hello. Nasal drops?”
- 00:02 – 00:04Customer: asks if the product is safe“Drops. Well, they’re not harmful, are they?”
- 00:04 – 00:10Pharmacist: warns about the limit“Well, it’s a decongestant, you can’t use a lot of it. But if you need to clear your nose, it’s just the thing.”
- 00:17 – 00:18Customer: takes a second pack“Let’s have two.”
- 00:26 – 00:28Pharmacist: asks about the loyalty card“Do you have our card?”
- 00:28 – 00:31Pharmacist: offers to set up a card“We can set one up if you like.”
Stages of the chain’s standard
Attention. The pharmacist did not offer saline for rinsing the nose, which goes well with decongestant drops. Strengths: she warned honestly about the decongestant effect when asked directly, and offered to set up a loyalty card when the customer had none.
“But if you need to clear your nose, it’s just the thing.”
Better approach
“Rinse your nose with saline before the drops, and they’ll work better. Shall I add one?”
Upsells worked when the pharmacist explained why
In every accepted add-on the pharmacist said what the second product does for the customer. The pilot turned this into ready lines for the team: two common pairs, each with the line that gets a no and the line that works.
Lines that work
Protect the gut flora
Instead of “Want a probiotic too?”: “The antibiotic kills the infection and the good gut bacteria with it. To avoid an upset stomach, I recommend a probiotic from day one. Shall I add it to your order?”
Ibuprofen, naproxen, diclofenac
Instead of “Want omeprazole?”: “Ibuprofen can irritate the stomach lining, especially over several days. A stomach protector lowers that risk. Shall we find one that suits you?”
What the first 30 days showed
The team is fast and disciplined. A consultation takes 1.5 minutes on average; there were no queues and no conflicts. Pharmacists offered the loyalty card in 52% of visits.
The room to grow is in the conversation. A question about symptoms came up in 17% of consultations, and 63% of visits ended without instructions on how to take the medication, though instructions are what build trust in a pharmacy. Customers’ needs were rarely uncovered: one question, “Who is it for?”, helps pick the right product.
Next, the accumulated reviews go into the team’s growth
Demand signals
Products customers asked for that were not in stock, collected for purchasing and assortment.
Pharmacist profiles
Skills over time against the chain’s criteria, as a basis for coaching and development.
A library of the best consultations
Real conversations instead of generic scripts as training material for new staff.
See how Lansy AI reviews your team’s conversations
In the demo, Lansy AI reviews conversations against your criteria and picks out the moments worth discussing with the team.