MG-DX Launches Pharmacy-Specialized AI Reception Agent at Unismile Pharmacy

CyberAgent, Inc. (Headquarters: Shibuya-ku, Tokyo; President & CEO: Takahiro Yamauchi; TSE Prime Market Code: 4751), through its consolidated subsidiary and medical AI company MG-DX, Inc. (Headquarters: Shibuya-ku, Tokyo; CEO: Norio Dohmae; hereinafter "the Company"), announces the deployment of its pharmacy-specialized customer service AI agent, the 'Pharmacy Reception AI Agent,' specifically its front-desk reception function 'Pharmacy AI Reception,' at Unismile Pharmacy operated by Unismile, Inc. (Headquarters: Chiyoda-ku, Tokyo; President & CEO: Shiro Shirose).

◾️ Background and Objectives

Unismile Pharmacy Akiba, where the system has been introduced, experiences high patient traffic during morning commute and lunch hours due to its location in front of a station in a business district. Most patients submit prescriptions first and return later to collect their medication, leading to congestion at reception and long waiting times as key challenges.

To address these issues and reduce administrative workload while improving patient convenience, the pharmacy has adopted 'Pharmacy AI Reception'—the front-desk function of the 'Pharmacy Reception AI Agent'—as its primary reception system.

This implementation aims to enhance patient convenience through seamless self-service kiosk operations, while automating and streamlining reception tasks. This enables medical administrative staff to focus more on prescription support duties. Additionally, faster processing aims to reduce patient waiting times.

■ Measured Outcomes

At Unismile Pharmacy Akiba, the introduction of 'Pharmacy AI Reception' has demonstrated high kiosk utilization, reduced reception handling time, and accelerated reception processes. From the first month of deployment, it has contributed directly to the original goal of enabling medical staff to dedicate more time to prescription assistance.

(1) High Kiosk Utilization Achieved

The reception kiosks at Unismile Pharmacy Akiba are powered by 'EscortAI,' an AI customer service operating system.
'EscortAI' proactively engages patients through voice prompts when they arrive or appear likely to disengage during the process, enabling adaptive and intuitive customer service. This creates a seamless environment for patients to complete reception tasks independently.

As a result, kiosk utilization reached 97.8% based on prescription submission volume※1. Pharmacy staff report that nearly all patients now use the kiosk in daily operations, indicating a natural and user-friendly experience for the majority of patients.

(2) Reduction of Approximately 61 Hours in Reception Workload

In the first month alone, kiosk usage exceeded 2,000 transactions, allowing the system to handle most reception tasks previously managed by administrative staff.
This reduced reception handling time by approximately 61 hours※2, achieving significant labor savings.

(3) Accelerated Reception Process

Average reception completion time decreased from the previous 40 seconds to 36.9 seconds, shortening the time patients spend at reception.
This contributes to smoother operations even during peak hours.

※1 Calculated as the ratio of prescriptions processed via kiosk to total prescriptions received. Duplicate entries from the same patient, such as 'return reception' after leaving the pharmacy, are excluded from the count.

※2 Reduction in reception time is calculated assuming 90 seconds per transaction for manual reception.
Period: First month of deployment (March 3, 2026 – March 31, 2026)

■ Feedback from the Pharmacy

Initially, some patients expressed hesitation about operating the kiosk themselves, and various feedback was received. The pharmacy team was also concerned about real-world effectiveness. However, from the second visit onward, patients became more comfortable with the system, leading to increased confidence.
Additionally, even when staff are occupied, patients are less likely to wait at reception. Staff can now begin verifying and inputting reception data at convenient workflow intervals, significantly improving daily operations.

The pharmacy particularly valued the solution not just as an unmanned reception tool, but for its ability to integrate essential digital solutions for modern pharmacy management—such as in-store remote medication guidance and queue management systems—into a unified platform.

Furthermore, the pharmacy plans to implement 'Medication Guidance Support AI Agent,' the solution’s in-store remote medication counseling feature, at the same location in the near future.

■ Future Outlook

Going forward, MG-DX will continue to provide meticulous support for the stable operation of 'EscortAI' at Unismile Pharmacy, while advancing system updates and infrastructure development for the planned launch of in-store remote medication guidance. By combining CyberAgent Group’s advanced AI technologies with MG-DX’s expertise in medical digital transformation, the company aims to create environments where pharmacy staff can focus more on human-centered tasks, contributing to a future where high-quality, patient-centered healthcare services are delivered to every individual.

About the 'Pharmacy Reception AI Agent'

This service is a pharmacy-specialized customer service AI agent that supports pharmacists’ customer interactions by combining AI-powered voice guidance and automated reception with remote staff follow-up support. In addition to operational efficiency, it delivers a seamless reception experience for patients through AI-driven service.

https://yqb.mg-dx.jp/ai-assistant

【Inquiries regarding this announcement】
MG-DX, Inc. Public Relations: pr@mg-dx.co.jp