CVS Health Expands Use of Salesforce Agentforce for AI Call Centers

CVS Health and Salesforce Inc. have expanded their collaboration to improve call center operations for members and providers through AI agents, announced in a press release. The initiative will use Salesforce's Agentforce Health platform to support CVS Health's Aetna and CVS Caremark businesses.

The platform combines AI agents, data, and human service representatives on a unified system to deliver faster and more personalized call center experiences. It will provide real time insights to help member care colleagues resolve inquiries more efficiently while maintaining clinical oversight.

Agentforce Health connects CVS Health's data sources, within legal and contractual limits, to present a complete view of each member's health profile. This integration allows staff to handle member issues in a single interaction whenever possible. Slack will also be used to coordinate communication among call center teams.

The companies have worked together for over a decade, and this expansion represents Salesforce's largest Agentforce project in a regulated industry. The collaboration aims to reduce fragmentation within the U.S. health system while improving service quality for members and providers.