Vol. 4 (2025)
Diginomics

Original

Integrated Customer Service System with Artificial Intelligence for Pharmacies

Published 2025-06-20

  • Juan Ignacio Gutierrez

Juan Ignacio Gutierrez
Universidad Siglo 21, Licenciatura en Informática. Argentina

Abstract

This project addressed the issue of pharmaceutical care and management in community pharmacies, characterized by deficiencies in patient guidance, stock administration, and operational efficiency. Aiming to improve these aspects, an integrated system was developed, consisting of a mobile application for users and a desktop application for pharmacy staff. The solution included e-commerce functionalities, medication reminders, and a conversational assistant based on artificial intelligence, as well as tools for management and sales prediction. Although specific metrics were defined to assess the system's impact, they could not be applied in a real environment due to the academic nature of the project, time constraints, and the absence of a production context.
Nevertheless, functional tests were carried out on each component, validating their technical and operational feasibility. The development process fostered the learning of emerging technologies and strengthened project management skills. It was concluded that the system is feasible and has the potential to significantly enhance customer service and internal management in pharmacies. Future implementation is recommended to validate its impact under real-world conditions.

Keywords

pharmaceutical care, artificial intelligence, e-commerce, inventory management, mobile applications

PDF

References

  1. Al Meslamani AZ. Applications of AI in pharmacy practice: a look at hospital and community settings. J Med Econ. 2023;26(1):1081–4. https://doi.org/10.1080/13696998.2023.2249758 DOI: https://doi.org/10.1080/13696998.2023.2249758
  2. Android Developers. Kotlin overview [Internet]. [cited 2025 Aug 2]. Available from: https://developer.android.com/kotlin/overview
  3. Android Developers. Download Android Studio & App Tools [Internet]. [cited 2025 Aug 2]. Available from: https://developer.android.com/studio
  4. Banco Central de la República Argentina. Banco Central de la República Argentina [Internet]. 2025 [cited 2025 Aug 2]. Available from: https://www.bcra.gov.ar
  5. Capsa Healthcare. The benefits of pharmacy automation [Internet]. 2025 [cited 2025 Aug 2]. Available from: https://www.capsahealthcare.com/blog/pharmacy-automation/the-benefits-of-pharmacy-automation/
  6. Consejo Profesional de Ciencias Informáticas de la Provincia de Córdoba. Honorarios recomendados [Internet]. 2025 [cited 2025 Aug 2]. Available from: https://cpcipc.org.ar/honorarios-recomendados/
  7. Electron Forge. Getting started [Internet]. [cited 2025 Aug 2]. Available from: https://www.electronforge.io/
  8. Faisal S, Ivo J, Tennant R, Prior KA, Grindrod K, McMillan C, et al. Implementation of a real-time medication intake monitoring technology intervention in community pharmacy settings: a mixed-method pilot study. Pharmacy (Basel). 2021;9(2):105. https://doi.org/10.3390/pharmacy9020105 DOI: https://doi.org/10.3390/pharmacy9020105
  9. Flask Documentation. Welcome to Flask [Internet]. [cited 2025 Aug 2]. Available from: https://flask.palletsprojects.com/
  10. Google AI for Developers. Gemini API [Internet]. [cited 2025 Aug 2]. Available from: https://ai.google.dev/gemini-api/docs
  11. Hidayat R, Saleh I. The importance of inventory management in pharmaceutical practice. Open Access Indones J Soc Sci. 2020;3(1):1–9. https://doi.org/10.37275/oaijss.v3i1.22 DOI: https://doi.org/10.37275/oaijss.v3i1.22
  12. Kalegowda AH. Utilizing Predictive Analytics to Enhance Retail Business Performance [Internet]. MSc Research Project, National College of Ireland; 2024 [cited 2025 Aug 2]. Available from: https://norma.ncirl.ie/7523/1/aravindhallimysorekalegowda.pdf
  13. Khan O, Parvez M, Kumari P, Parvez S, Ahmad S. The future of pharmacy: How AI is revolutionizing the industry. Intell Pharm [Internet]. 2023 [cited 2025 Aug 2]. Available from: https://doi.org/10.1016/j.ipha.2023.04.008 DOI: https://doi.org/10.1016/j.ipha.2023.04.008
  14. Laymouna M, Ma Y, Lessard D, Schuster T, Engler K, Lebouché B. Roles, users, benefits, and limitations of chatbots in health care: Rapid review. J Med Internet Res. 2024;26:e56930. doi:10.2196/56930 DOI: https://doi.org/10.2196/56930
  15. MDN Web Docs. Express Web Framework (Node.Js/JavaScript) [Internet]. [cited 2025 Aug 2]. Available from: https://developer.mozilla.org/en-US/docs/Learn/Server-side/Express_Nodejs
  16. Okolo CA, Babawarun O, Arowoogun JO, Adeniyi AO, Chidi R. The role of mobile health applications in improving patient engagement and health outcomes: A critical review. Int J Sci Res Arch. 2024;11(1):2566–74. doi:10.30574/ijsra.2024.11.1.0334 DOI: https://doi.org/10.30574/ijsra.2024.11.1.0334
  17. PostgreSQL. About [Internet]. [cited 2025 Aug 2]. Available from: https://www.postgresql.org/about/
  18. Prophet. Prophet [Internet]. [cited 2025 Aug 2]. Available from: https://facebook.github.io/prophet/
  19. Raza MA, Aziz S, Noreen M, Saeed A, Anjum I, Ahmed M, et al. Artificial Intelligence (AI) in pharmacy: An overview of innovations. Innov Pharm. 2022;13(2):13. doi:10.24926/iip.v13i2.4839 DOI: https://doi.org/10.24926/iip.v13i2.4839
  20. Schwaber K, Sutherland J. La Guía de Scrum [Internet]. 2020 [cited 2025 Aug 2]. Available from: https://scrumguides.org/docs/scrumguide/v2020/2020-Scrum-Guide-Spanish-Latin-South-American.pdf
  21. Simpson MD, Qasim HS. Clinical and Operational Applications of Artificial Intelligence and Machine Learning in Pharmacy: A Narrative Review of Real-World Applications. Pharmacy (Basel). 2025;13(2):41. doi:10.3390/pharmacy13020041 DOI: https://doi.org/10.3390/pharmacy13020041
  22. Singh C. History of Java Programming Language [Internet]. BeginnersBook; 2022 Jun 15 [cited 2025 Aug 2]. Available from: https://beginnersbook.com/2022/06/history-of-java-programming-language/
  23. Wang C, Liu S, Yang H, Guo J, Wu Y, Liu J. Ethical considerations of using ChatGPT in health care. J Med Internet Res. 2023;25:e48009. doi:10.2196/48009 DOI: https://doi.org/10.2196/48009