This solution brief demonstrates how healthcare organizations can automate pharmacy refill requests using Five9 Intelligent Virtual Agents. Through a natural, conversational voice interaction, patients can authenticate securely using voice biometrics, check upcoming appointments, request prescription refills, confirm pharmacy locations, and complete payments without speaking to a live agent. The brief highlights reduced call volume, lower administrative burden, and faster service for routine pharmacy tasks. It emphasizes HIPAA compliance, secure handling of sensitive data, and seamless escalation to live agents when needed. The document positions automated pharmacy refills as a high-impact self-service use case that improves patient convenience while reducing costs and operational strain o

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