CVS Health

CVS Health develops Health100 agentic AI healthcare engagement platform with Google Cloud

CVS Health · Patient engagement · GCP

CVS Health is developing Health100, an AI-native, real-time omnichannel consumer engagement platform for connecting consumers with pharmacy, care-provider, insurance, pharmacy-benefit, and digital-health partners. The platform is intended to provide proactive health support, faster access to care, cost transparency, and pharmacist-led care management.

Healthcare Organizations Adopt Gemini-Powered AI Agents with Google Cloud

CVS Health · Patient engagement · GCP

CVS Health, Highmark Health, Waystar, and Quest Diagnostics deployed Google Cloud Gemini Enterprise AI agents and Vertex AI to improve patient engagement, workflow efficiency, revenue cycle management, and lab result communication. Highmark Health uses a generative AI assistant named Sidekick for contextual prompts, achieving 6 million AI interaction prompts and $27.9 million in AI-enabled value. Waystar accelerated revenue cycle workflows reducing provider appeal documentation time by 90%. Quest Diagnostics introduced an AI-powered chat companion for easy lab results understanding. These organizations demonstrate broad enterprise adoption of agentic AI solutions in healthcare settings improving operational efficiency and patient experience.

Production

CVS Health enhances pharmacy care and operations with AI-powered personalization and security

CVS Health · Shopping recommendations · Microsoft

CVS Health implemented a comprehensive AI strategy across its pharmacy and retail operations to enhance personalized patient care, streamline customer interactions, and increase transaction security. Leveraging Microsoft Azure AI and associated tools, the company uses predictive analytics to generate health recommendations based on patient and purchase data, NLP for medical data interpretation, and machine learning for continuous improvement. AI-powered chatbots manage prescription refills and address customer queries 24/7, while fraud detection algorithms monitor online transactions in real time. Integration with EHRs, dynamic pricing, supply chain optimization, and health data insights are also part of the AI ecosystem. These efforts resulted in improved patient safety, operational efficiency, reduced operational costs, higher sales through targeted recommendations, and greater customer trust due to robust online security measures.

Production

CVS Health accelerates digital transformation for consumer care

CVS Health · Patient engagement · Microsoft

CVS Health, a leading US healthcare company, partnered with Microsoft to accelerate its digital transformation, aiming to improve consumer experiences and empower over 300,000 employees. Leveraging Microsoft Azure AI, Azure Cognitive Services, Microsoft Teams, Microsoft HoloLens, and Dynamics 365 Guides, the collaboration implemented AI-powered automation to digitize pharmacy intake processes, automate administrative and predictive tasks, and enhance omnichannel pharmacy capabilities. The initiative scaled retail loyalty and personalization programs, using advanced machine learning models on Azure to deliver more tailored health recommendations to over 100 million consumers. Throughout the COVID-19 pandemic, CVS Health used digital tools from Microsoft to efficiently administer 43 million vaccine doses, improve access to care, and drive operational agility among frontline employees. Automation included digitizing prescription intake (especially paper/fax-based processes) and freeing up technicians to focus on patient care. Microsoft Teams provided enhanced communication tools for frontline staff, enabling faster information delivery and problem resolution. Azure was selected as a preferred cloud provider, supporting migration and modernization of over 1,500 business applications. Microsoft HoloLens and Dynamics 365 Guides were piloted to simplify complex procedures and support frontline transformation.

Scaled Production