Rudy Lai
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AI @ CVS Health

Retail + pharmacy + insurance (Aetna)
Industry
Last updated
July 3, 2025 at 10:44 AM

Summary

  • CVS Health has steadily expanded AI integration across its operations since 2021, evolving from data analytics for personalized pharmacy services to deploying AI-driven customer engagement and operational efficiency initiatives, projected to deliver significant cost savings and enhanced patient experiences by 2026.
  • Key leadership figures such as Dr. Sree Chaguturu and Tilak Mandadi have emphasized responsible, human-centered AI adoption, avoiding AI in clinical diagnosis or claim denials, while aggressively investing in AI-enabled platforms like personalized health recommendations, chatbot customer support, and call center automation, with plans for a $2 billion cost-saving initiative based on AI by 2024-2025.
  • AI use at CVS demonstrates mature traditional machine learning applications focused on medication adherence improvement (+1.6%), vaccine and testing logistics optimization during COVID-19, and conversational AI to improve digital-first strategies, with ongoing exploration into generative and agentic AI anticipated but not yet widely deployed.

VIBE METER

More AI announcements = more VIBE
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4 AI Use Cases at CVS Health

Care Management
2025
Traditional
Generative
Agentic
Outcome
Costs
CVS uses AI to automate administrative tasks such as call summary generation, reducing nurse prep time from 40% to 5%, and provides digital tools through Aetna for personalized care pathways and health journey navigation, improving patient engagement and care efficiency. [1][2]
Medication Adherence
2025
Traditional
Generative
Agentic
Outcome
CVS Health applies machine learning models to personalize outreach such as calls and texts to patients based on individual behavior and risk, resulting in a 1.6% improvement in medication adherence rates, addressing the costly problem of non-adherence in the U.S. healthcare system. [1]
Resource Optimization
2025
Traditional
Generative
Agentic
Outcome
Costs
During the COVID-19 pandemic, CVS leveraged AI-driven forecasting tools to optimize testing and vaccination site staffing and supply chain logistics, supporting over 29 million tests and 59 million vaccine doses across 10,000 locations, improving operational efficiency and public health response. [1]
Customer Service
2024
Customer Facing
Traditional
Generative
Agentic
Outcome
CVS is implementing AI-driven chatbots and conversational AI to handle customer queries and replace traditional call centers, streamlining service and reducing call times by up to 5%, allowing human agents to focus on higher-value interactions. [1][2][3]

Timeline

2026 Q1

1 updates

Introduction of an AI-native consumer engagement platform as part of CVS's broader digital strategy showcased at the December 2025 investor day, indicating continued AI expansion.

2025 Q4

1 updates

Aetna launches advanced conversational AI navigation assistant; CVS outlines AI-driven 'engagement as a service' platform uniting its digital and healthcare assets for integrated consumer engagement.

2025 Q3

1 updates

CVS Health expands AI use with a focus on human-centered innovation, reducing nursing staff preparation time from 40% to 5%, improving member engagement, and deploying robust bias mitigation strategies; Aetna integrates AI for care path improvements.

2025 Q2

1 updates

AI-driven initiatives improve medication adherence by 1.6%, optimize COVID-19 testing and vaccination resource allocation, and enhance customer engagement, all executed with strict ethical guardrails—no use in clinical diagnosis or claim denials.

2025 Q1

1 updates

Launch of AI-powered app integrating prescription management, spending tracking, and wellness resources to bolster digital-first strategies and enhance customer experience.

2024 Q4

1 updates

CVS announces nearly 3,000 job cuts as part of a multiyear $2 billion cost-savings plan leveraging accelerated AI adoption, while facing scrutiny on AI use in claims denials.

2024 Q3

1 updates

CVS launched an AI chatbot to handle customer queries, marking a significant move in AI-driven direct customer engagement.

2024 Q2

1 updates

Plans announced to replace call centers with AI-driven systems to enhance customer service experiences.

2024 Q1

1 updates

Exploration of diverse AI use cases and public discussions on leveraging AI to improve healthcare outcomes involving leaders such as Dr. Karen DeSalvo and Dr. Sree Chaguturu.

2023 Q4

1 updates

CVS, among 28 healthcare organizations, commits to responsible AI innovation, aiming to optimize healthcare delivery and support ethical AI practices; reports $355 billion projected 2023 revenue.

2023 Q3: no updates

2023 Q2: no updates

2023 Q1: no updates

2022 Q4: no updates

2022 Q3: no updates

2022 Q2: no updates

2022 Q1: no updates

2021 Q4

1 updates

Deployment of machine learning for pharmacy personalization to increase prescription refill rates and reduce treatment gaps.

2021 Q3: no updates

2021 Q2: no updates

2021 Q1

1 updates

Initial AI adoption focusing on data analytics to enhance personalized healthcare services leveraging CVS Pharmacy, Caremark, and Aetna brands.