Improving Medication Compliance with ServiceNow Agentic AI in Healthcare

Client's Background

A prominent healthcare management group operating across the United States sought to improve medication adherence and patient engagement for individuals managing chronic conditions such as diabetes, cardiovascular disorders, and kidney disease.

Organization Profile

  • 25+ outpatient care centers
  • 750,000+ patients under long-term care
  • 5,000+ care coordinators, nurses, and pharmacists
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Project Requirement

The healthcare provider needed a solution to improve medication adherence, reduce avoidable hospitalizations, and enhance patient outcomes through proactive and personalized patient engagement.

Low Medication Consistency

  • Nearly 40% of patients missed at least one medication dose every week.
  • The issue was particularly prevalent among elderly patients and those managing multiple prescriptions.

Limitations of Manual Reminders

  • Follow-up calls conducted by care teams were inconsistent and difficult to scale.
  • The organization lacked real-time visibility into patient medication adherence.

Refill Gaps and Delays

  • Delayed prescription refills frequently resulted in missed doses.
  • There was no automated process to notify patients about upcoming refill requirements.

Limited Digital Engagement

  • Existing patient applications provided generic experiences with limited personalization.
  • Patients lacked motivation and proactive support throughout their healthcare journey.
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Solution

The organization deployed ServiceNow Agentic AI to automate and optimize medication adherence management across its patient population.

AI-Powered Medication Tracker

  • Integrated with Electronic Health Record (EHR) and pharmacy systems.
  • Automatically generated personalized medication schedules.
  • Enabled real-time monitoring of patient medication compliance through mobile applications.

Smart Medication Reminders

  • Delivered personalized reminders via SMS, WhatsApp, and push notifications.
  • Adapted reminder frequency based on patient behavior and adherence patterns.
  • Triggered caregiver alerts and escalation workflows when doses were repeatedly missed.

Intelligent Refill Management

  • Identified upcoming prescription refills using AI-driven analytics.
  • Automated refill notifications and pharmacy coordination processes.
  • Enabled one-click refill confirmations through conversational chatbots.

Voice-Based Patient Assistance

  • Supported voice interactions through Alexa and Google Assistant.
  • Allowed patients to access dosage instructions, medication schedules, and reminders using natural language.
  • Provided multilingual support to improve accessibility and engagement.
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Results Achieved

KPI Before Implementation After Implementation
Medication Adherence Rate 61% 89%
Missed Dose Incidents High (Avg. 3/Week) Reduced by 72%
Patient Satisfaction (Medication Management) 64% 92%
Refill Lapses 38% 8%
Readmission Rate Due to Non-Adherence 17% 9%

Technology Used

ServiceNow Agentic AI
ServiceNow Virtual Agent
Electronic Health Record (EHR) Integration
Pharmacy System Integration
AI-Powered Medication Tracking Engine
Conversational AI Chatbot
SMS and WhatsApp Integration
Push Notification System
Alexa Integration
Google Assistant Integration

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