At TrueFoundry, I worked full-time with CVS Health to architect and deploy production-grade Generative AI applications. My work focused on automating complex pharmacy operations and patient scheduling workflows using agentic AI and browser automation.
Key Projects & Responsibilities:
1. Retail IVR (Pharmacy Automation)
•Core Flow Development: Engineered and implemented core pharmacy flows—including Refill, Cancel, Expedite, and Transfer—enabling millions of customers to manage prescriptions monthly across the CVS ecosystem.
•Operational Efficiency: Successfully reduced turnaround time (TTR) for customer queries and significantly lowered call wait times by automating resolutions that previously required human intervention.
•Scalable Framework: Built an extensible internal framework to rapidly iterate on AI agents. This system currently supports inbound initiatives ranging from pharmacy acquisitions to complex insurance-related queries and store-specific FAQ agents.
2. Browser Automation & Agentic Scheduling
•Agentic Workflows: Developed sophisticated workflows that guide users through medical questionnaires to facilitate appointment scheduling.
•Hybrid Booking System: Implemented a robust booking engine that integrates with:
•MinuteClinic internal systems.
•Prescribing doctor databases for existing customers.
•Generic doctor searches via NPI-id integration.
•Dynamic Execution: Orchestrated a hybrid approach utilizing API-based booking where available, with a fallback to browser automation for navigating external provider booking URLs.
3. Optimization, Security & Safeguards
•Cost Efficiency: Optimized operational costs by implementing a layered LLM strategy, routing simpler queries to cost-effective models while reserving advanced LLMs for technical tasks.
•System Integrity: Developed rule-based safeguards to prevent system gaming and ensure data accuracy within medical workflows.
