CVS Health to Deliver Faster, More Personalized Call Center Care for Millions of Members with Salesforce's Agentforce Health
Salesforce (NYSE: CRM) and CVS Health are expanding their decade-long collaboration to enhance call center care using Agentforce Health, Salesforce's AI-powered health solution.
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Rhea-AI Summary
Salesforce (NYSE: CRM) and CVS Health are expanding their decade-long collaboration to enhance call center care using Agentforce Health, Salesforce's AI-powered health solution.
The platform will support Aetna and CVS Caremark, serving millions of members and 1.5 million providers with faster, more personalized, data-driven interactions.
Details
News Market Reaction – CVS
On May 28, the day this news came out, CVS closed 0.98% above the previous close.
Data tracked by StockTitan Argus for the May 28 session.
Key Figures
- People served annually
- 185 million people
- CVS Health members served each year
- Provider network reach
- 1.5 million providers
- Providers benefiting from enhanced call center experience
Historical Context
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Aetna launched AI-powered claims advisor cutting manual processing time by over 20%.
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Glenview Capital detailed gains and partial rebalance after strong results and guidance.
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CVS opened a 75-unit senior affordable housing community with on-site services.
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Company emphasized broad programs for service members, veterans, and families.
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White paper on Medicare digital literacy linked to a $20B technology investment plan.
24h Move is the share-price change in the day after each event; other market factors may also have contributed.
Key Terms
ai crm technical
ai agents technical
AI-generated analysis. How Rhea-AI works. Not financial advice.
Collaboration will improve call center experience for members and 1.5 million providers with AI agents
Driving Customer Call Center Engagement with Data and AI
CVS Health will leverage Agentforce Health to support its Aetna and CVS Caremark businesses on a secure call center platform.
The call center platform will use AI agents to provide real-time insights, empowering CVS Health member care colleagues to resolve inquiries faster and with clinical integrity and oversight. Salesforce's technology will connect CVS Health's data, as permitted by applicable laws and client contracts, to help ensure member care colleagues have a complete view of a member's health profile when they are interacting with different CVS Health businesses. This will enable CVS Health member care colleagues to address members' challenges in a single interaction where possible and appropriate for the member. The platform will remove friction from the experience by giving AI agents access to the information they need to quickly support members and CVS Health member care colleagues, creating 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 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."
A Decade of Collaboration Evolves into AI-Driven Call Center Care
For over a decade, CVS Health and Salesforce have worked together to build CVS Health a centralized call center service solution that simplifies the member experience with Agentforce Health and Agentforce Service. By leveraging Slack, customer care call center teams can communicate in real-time and ensure they are aligned on providing the best outcomes for members and providers.
"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."
This expansion marks Salesforce's largest Agentforce deal to date across regulated industries.
The expanded collaboration will also help reduce fragmentation in the
About Salesforce
Salesforce helps organizations of any size become Agentic Enterprises - integrating humans, agents, apps, and data on a trusted, unified platform to unlock unprecedented growth and innovation. Visit www.salesforce.com for more information.
About CVS Health
CVS Health is a leading health solutions company simplifying health care one person, one family and one community at a time. As of March 31, 2026, the Company had approximately 9,000 retail pharmacy locations, more than 1,000 walk-in and primary care medical clinics and a leading pharmacy benefits manager with approximately 88 million plan members. The Company also serves an estimated more than 37 million people through a broad range of health insurance products and related services. The Company's integrated model uses personalized, technology driven services to connect people to simply better health, increasing access to quality care, delivering better outcomes, and lowering overall costs.
Media Contact
Phil Blando
Phillip.Blando@CVSHealth.com
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SOURCE CVS Health
FAQ
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