CVS Health streamlines healthcare call center interactions
CVS Health is leveraging Salesforce artificial intelligence technology across the call centers of multiple healthcare businesses.
The health solutions and drugstore retail company is expanding its use of Salesforce Agentforce Health, an agentic AI call center solution for healthcare, to support its Aetna health insurance business and CVS Caremark prescription plan management platform on a secure call center platform. The call center platform will use AI agents to provide real-time insights with the goal of enabling call center associates to resolve inquiries faster.
[READ MORE: Done deal: CVS Health finalizes acquisition of Aetna]
Salesforce technology will connect CVS Health data, as permitted by applicable laws and client contracts, to help ensure call center associates have a complete view of a member's health profile when they are interacting with different CVS Health businesses. This will enable representatives to address member inquiries in a single interaction where possible and appropriate, which CVS Health hopes will create a more personalized and easier call center experience.
"Our purpose is to simplify health care – one person, one family and one community at a time – which starts with building a more connected, compassionate and accessible health care experience during every interaction with our members," said Pushpendu Pal, senior VP and chief digital technology officer, CVS Health. "Through the responsible use of AI, we're revolutionizing health care, unlocking new levels of accessibility for our members, and empowering our colleagues to provide an even deeper, more engaged experience in every moment of a member's journey."
CVS Health has been utilizing Salesforce Agentforce Health and Agentforce Service to build a centralized call center service solution. Customer call center teams also use Salesforce Slack to communicate in real-time and ensure they are aligned on the assistance they provide customers.
"Agentforce Health supports CVS Health's call center experience strategy by creating a seamless experience and automating routine tasks," said Amit Khanna, senior VP and GM, Agentforce Health at Salesforce. "With Agentforce Health, CVS Health colleagues can focus on higher-value work, facilitating more meaningful, one-on-one time with every member."
This expansion marks Salesforce's largest Agentforce deal to date across regulated industries.
As of March 31, 2026, CVS Health had approximately 9,000 retail pharmacy locations, more than 1,000 walk-in and primary care medical clinics and a pharmacy benefits manager with approximately 88 million plan members.
