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 progressively increased its adoption of AI and machine learning from 2021 through 2025, notably leveraging data analytics and ML personalization (e.g., improving prescription refill rates and medication adherence). Key figures include a $2 billion AI-driven cost savings initiative announced in late 2024 and an expected 2023 revenue of $355 billion.
  • The company emphasizes responsible AI use, committing publicly alongside other healthcare organizations to safe AI development, while deploying AI for operational efficiencies like call center automation, chatbot customer service, and resource optimization—leading to measurable impacts such as a 1.6% improvement in medication adherence and reducing nurse call prep time from 40% to 5%.
  • CVS balances AI adoption with a human-centered approach, avoiding AI for clinical decisions or claims denials, prioritizing patient-owned data interoperability, expanding AI-powered digital tools (e.g., personalized health apps and Aetna Care Paths), and aiming to transform healthcare delivery and customer experience sustainably by 2030.

VIBE METER

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5 AI Use Cases at CVS Health

Care Management
2025
Customer Facing
Traditional
Generative
Agentic
Outcome
CVS’s Aetna launched AI-enhanced Care Paths to connect members with chronic conditions like diabetes to tailored care programs, improving health outcomes. [1][2]
Personalized Engagement
2025
Traditional
Generative
Agentic
Outcome
CVS uses machine learning models to analyze patient behavior and personalize communication such as text messages and calls to increase prescription refill rates and medication adherence. [1][2][3]
Resource Forecasting
2025
Traditional
Generative
Agentic
Outcome
Costs
CVS leverages AI-driven forecasting tools to optimize COVID-19 testing and vaccination resource allocation, staffing, and supply chain logistics across thousands of locations. [1][2]
Fraud Detection
2025
Traditional
Generative
Agentic
Outcome
Risk
CVS utilizes AI tools to detect fraudulent activities in pharmacy and retail operations, protecting revenue and ensuring compliance. [1]
Customer Service Automation
2024
Customer Facing
Traditional
Generative
Agentic
Outcome
Costs
CVS is integrating AI-powered chatbots and call center automation to handle customer queries, reducing call center workload and improving response times. [1][2][3]

Timeline

2025 Q4: no updates

2025 Q3

1 updates

CVS's AI strategy emphasized human-centered applications to reduce administrative burdens on nurses, improve call handling efficiency, and support interoperable patient-owned health data.

2025 Q2

1 updates

CVS leveraged ML models to improve medication adherence by 1.6%, optimized COVID testing and vaccine logistics with AI-driven forecasting, and backed investments in AI care management solutions.

2025 Q1

1 updates

CVS launched AI-powered app enhancing pharmacy and retail operations; focused on personalized health recommendations, AI chatbots, and fraud detection.

2024 Q4

1 updates

CVS announced nearly 3,000 job cuts linked to a $2 billion cost-savings initiative focused on accelerating AI adoption; also noted increased AI use in claims denials per Senate report.

2024 Q3

1 updates

Rollout of AI chatbot systems designed to handle customer queries, marking a step in digital transformation to support consumer interactions at CVS Pharmacy.

2024 Q2

1 updates

Plans announced to replace call centers with AI-driven automation to improve customer service experience.

2024 Q1

1 updates

CVS leaders, including Dr. Sree Chaguturu, discussed AI's role in improving healthcare outcomes; CVS's AI use cases gained expanded public attention.

2023 Q4

1 updates

CVS Health joined 27 other healthcare organizations pledging responsible AI use; reported $355 billion revenue for 2023 and emphasized AI-driven healthcare optimization.

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

CVS employed machine learning personalization techniques to increase prescription refill rates and reduce treatment gaps.

2021 Q3: no updates

2021 Q2: no updates

2021 Q1

1 updates

CVS Health began integrating data analytics and AI across its brands including CVS Pharmacy and Aetna to improve care quality.