In December 2025, the pharmacy chain 36.6 launched an AI agent initially designed to generate concise product descriptions. Over the following nine months, the company upgraded the technology, transforming the tool into an online pharmacist capable of assisting customers throughout the entire purchasing process.
The updated AI agent now analyzes symptoms to suggest products, warns users about potential risks, and explains medication usage in simple terms. If the AI cannot address a specific query, it automatically transfers the customer to a human pharmacist to ensure professional expertise is applied when necessary.
According to Marina Nastaeva, head of direct sales at 36.6, the company prioritized safety protocols over expanding the AI's capabilities. The system is programmed to stop providing answers and escalate interactions to human staff based on strict predefined rules, aiming to balance speed and convenience with safety.
