CVS Health, a health care company that serves 185 million people each year, has expanded its software agreement with customer relationship management provider Salesforce. The transaction marks the largest deployment of the Salesforce Agentforce software across regulated industries to date. This expansion builds upon a decade of vendor collaboration to implement autonomous support tools across the Aetna and CVS Caremark call centers.
The deployment utilizes Agentforce Health, an industry vertical platform that integrates internal databases and artificial intelligence agents. The architecture connects internal systems, subject to applicable laws and client contracts, to generate a unified view of a patient health profile.
When support personnel field inquiries, the artificial intelligence agents surface relevant insights from different internal business units. This data consolidation aims to resolve member and provider issues in a single interaction. The system will process interactions for the 88 million pharmacy benefit plan members under CVS Caremark and the estimated 37 million people utilizing Aetna health insurance products.
“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 Vice President 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.”
“Agentforce Health supports CVS Health’s call center experience strategy by creating a seamless experience and automating routine tasks,” said Amit Khanna, Senior Vice President and General Manager, 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.”
Alongside the primary health platform, the deployment incorporates Agentforce Service and the Slack communication application. Support personnel utilize Slack to coordinate operations and align responses for the network of 1.5 million medical providers. As a corporate client of both Aetna and CVS Caremark, the software developer will also route its own employees through the new support infrastructure.
