- CVS Health is expanding its use of Salesforce’s Agentforce Health platform.
- The system will use AI agents to provide real-time insights for call center staff.
- CVS aims to create more personalized interactions across Aetna and Caremark services.
- The platform is designed to reduce transfers and resolve member issues faster.
- Salesforce says the deal is its largest Agentforce deployment in a regulated industry to date.
The expanded partnership will connect data across multiple CVS Health businesses, including Aetna and CVS Caremark, allowing call center teams to access a more complete view of a member’s health and coverage information during interactions. The goal is to help representatives address member concerns in a single conversation whenever possible.
CVS said the AI-powered platform will surface relevant information before and during calls, helping agents respond more quickly and accurately. Company executives believe the technology can reduce the need for call transfers, repeated explanations, and fragmented customer experiences that often occur when members interact with multiple healthcare services.
The initiative is powered by Salesforce’s Agentforce Health platform, which combines AI agents, customer data, and workflow tools into a unified healthcare-focused system. CVS plans to deploy the technology across both its insurance and pharmacy benefits operations.
According to CVS executives, the company’s broader objective is to simplify healthcare interactions by making support experiences faster, more connected, and more personalized. The AI tools are expected to assist customer service representatives by identifying relevant information, summarizing member histories, and supporting decision-making during calls.
The companies also indicated that future versions of the platform could include more advanced capabilities such as ambient listening and real-time AI assistance, allowing the system to surface information automatically during conversations rather than requiring manual prompts from agents.
Salesforce said the deployment will support services used by approximately 185 million people annually and more than 1.5 million healthcare providers connected to CVS Health’s ecosystem. The company described the agreement as its largest Agentforce deal so far within a heavily regulated industry.
The partnership builds on more than a decade of collaboration between CVS Health and Salesforce. Over that period, the companies have worked together to develop centralized customer service systems designed to improve communication and streamline member support operations. Slack, which is owned by Salesforce, is also being used to help customer care teams coordinate in real time.
The move reflects a broader trend across the healthcare sector, where organizations are increasingly investing in agentic AI systems to automate routine administrative tasks, improve customer engagement, and reduce operational burdens on staff. Healthcare leaders argue that AI can help address inefficiencies created by fragmented systems and growing service demands.
As healthcare companies continue expanding their AI strategies, customer service and call center operations are emerging as one of the most immediate areas for deployment. Industry analysts say organizations are focusing on tools that can improve responsiveness while maintaining clinical oversight and regulatory compliance.
For CVS Health, the expanded Salesforce partnership represents another step in its broader digital transformation strategy, as the company seeks to use AI to create more connected and personalized healthcare experiences across its growing network of insurance, pharmacy, and care services.
CVS Health has announced an expanded partnership with Salesforce aimed at transforming how healthcare members receive support and services. By leveraging advanced artificial intelligence technologies, CVS Health plans to provide more personalized interactions, faster responses, and improved care coordination across its healthcare ecosystem.
The collaboration highlights CVS Health’s commitment to using innovative digital solutions to strengthen member engagement and enhance the overall healthcare experience.
CVS Health Focuses on Personalized Member Experiences
As healthcare consumers increasingly expect customized services, CVS Health is investing in AI-powered technologies that can better understand individual needs and preferences. Through its expanded partnership with Salesforce, CVS Health aims to deliver more relevant information, proactive support, and seamless communication across multiple channels.
The initiative enables CVS Health to create a more connected experience for members while improving access to healthcare resources and services.
