A leading global eyewear retailer partnered with Coherent Solutions to modernize how prescription glasses are processed across retail stores and digital channels.

The goal was to reduce manual effort, improve transcription accuracy, and create a faster, more reliable experience for both staff and customers. Working together, Coherent Solutions designed and delivered an AI-enabled prescription workflow that simplified RX transcription while supporting the client’s long-term digital growth strategy.

At a glance

Client: Leading global eyewear retailer with more than 200 retail locations.

Industry: Healthcare, Retail & Optical services.

Challenge: Manual prescription transcription slowed service, increased errors, and created operational inefficiencies across stores and e-commerce workflows.

Solution: AI-powered RX transcription platform with mobile tools, human review workflows, and scalable cloud infrastructure.

Outcome: Faster prescription processing, improved accuracy, and stronger support for omnichannel growth.

Coherent’s role: Digital product engineering partner responsible for AI workflow design, platform development, systems integration, and continuous optimization.

Client overview

The client is a major international eyewear retailer serving customers through a large network of physical stores alongside growing e-commerce operations.

Prescription fulfillment plays a critical role in the retailer’s service offerings. Accuracy, speed, and consistency directly affect both operational efficiency and customer satisfaction.

This initiative focused on redesigning the prescription intake workflow and transforming a time-consuming manual process into a scalable digital capability that could support future retail and online growth.

The challenge

Before the project began, opticians manually transcribed prescription data from customer-provided RX forms into a proprietary point-of-sale system.

For complex prescriptions, the process required careful interpretation of handwritten details, repeated verification, and several minutes of focused administrative work per order. As store volumes increased, these inefficiencies created friction across the dispensing workflow.

The manual process increased the risk of transcription errors, slowed customer service, and limited scalability across both retail and digital channels.

The client needed a solution that would improve operational efficiency while keeping opticians in control of prescription validation and review.

Our approach

Coherent Solutions worked closely with the client to redesign the prescription workflow around AI-assisted transcription and human review.

Rather than developing a standalone automation feature, the teams focused on building an integrated system that could support real retail operations at scale.

The platform was designed to:

• Interpret multiple RX formats and handwriting styles.

• Operate reliably across different lighting conditions and store environments.

• Flag uncertain outputs for human review.

• Support future e-commerce prescription workflows.

• Integrate securely with the client’s existing systems.

To improve model reliability, the team created a training dataset containing approximately 10,000 annotated RX images representing diverse prescription formats and real-world image conditions.

The solution also included built-in validation workflows that enabled opticians to quickly review outputs, correct issues, and maintain oversight throughout the dispensing process.

Security and compliance requirements were incorporated into the delivery process from the beginning, with infrastructure and operational decisions aligned with HIPAA and PHI standards.

The solution

The team developed an AI-powered RX transcription platform supported by scalable cloud infrastructure and mobile tools for in-store staff.

An intuitive iPad application allowed opticians to capture prescription data directly within the dispensing workflow, reducing manual entry and simplifying review processes.

The platform used AI models trained to recognize prescription details across different handwriting styles and formats while surfacing low-confidence results for human validation.

To support long-term scalability, the system was built using a serverless architecture that minimized operational overhead while enabling rollout across hundreds of retail locations.

The solution also included retraining capabilities that allowed models to improve over time as new prescription examples and operational feedback became available.

The impact

Today, the AI-enabled RX transcription system supports operations across more than 200 physical retail stores and continues expanding into online channels.

The rebuilt workflow improved both operational efficiency and the customer experience by reducing repetitive administrative work and helping staff spend more time assisting customers.

Key outcomes included:

• Faster prescription transcription and review

• Improved accuracy and workflow consistency

• Reduced fulfillment issues caused by manual entry errors

• Stronger support for omnichannel prescription processing

• Scalable infrastructure for continued digital expansion

Following rollout, the platform continued evolving through ongoing optimization and feedback from retail teams, including improvements to detection accuracy, validation workflows, and user experience.

The solution became an important part of the client’s broader digital ecosystem, helping create a more reliable and scalable prescription fulfillment process across physical and digital channels.