CVS Health & Salesforce AI: Boosting Healthcare Efficiency

CVS is tackling tactical agentic AI rollouts for healthcare. The company plans to use Salesforce Agentforce Health to combine provider, insurance, and pharmacy data. This aims to make processes more efficient for customers. CVS Health is Salesforce's largest Agentforce customer in a regulated industry. It is also the sixth-largest publicly traded U.S. company overall, with $402 billion in annual revenue. This partnership is a proving ground for Agentforce Health, the platform Salesforce is building for healthcare. The initial focus for CVS is quickly providing human contact center agents with more personalized customer data and checking order statuses. The goal is to free up data stuck in different systems, which can slow down processes like prior authorization. CVS believes AI can help automate these processes. Pushpendu Pal, senior vice president at CVS, advises starting small with agentic AI, focusing on efficiency and keeping humans involved. This approach aims to deliver clear benefits to the consumer.