EgyptRetail and e-commerce2025 – ongoingEl Ezaby
EzBot knowledge assistant for pharmacists
El Ezaby reduced customer-team workload by 25% with an AI assistant for pharmacists
Problem
Pharmacists relied on academy doctors for complex treatment questions. Finding answers across medical resources became harder as the pharmacy chain grew.
Approach
IT Visionary and AWS built EzBot using Amazon Bedrock and retrieval augmented generation over academy materials. Pharmacists tested its answers with senior experts before El Ezaby rolled it out to outlets in early 2025.
Results
Takeaway
Automating routine questions reduced the customer team's workload while pharmacists continued to provide customer guidance.
Categories
- Industry
- Retail and e-commerce
- Business function
- Customer serviceInternal work and knowledge management
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
AWS reported that EzBot reduced operational workload by 25% and tripled issues resolved without human intervention. The assistant supported pharmacists with answers grounded in academy resources. The page carries no date; the Internet Archive first saved it on March 9, 2026.
Full details are in the original sources.
