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 demonstrated increasing and deepening adoption of AI and machine learning from 2021 through 2025, with a clear focus on improving customer experience, operational efficiency, and personalized healthcare delivery.
  • Key initiatives include AI-powered personalization for prescriptions, AI chatbots for customer service, and AI-driven operational forecasting for testing and vaccinations, supported by partnerships and commitments to responsible and safe AI use.
  • By 2025, CVS is investing multi-billion dollars, implementing AI to reduce administrative burdens, improve medication adherence (notably a 1.6% increase), and transform healthcare access with digital tools and enhanced interoperability, while actively avoiding AI use in clinical diagnosis or prior authorization denials.

VIBE METER

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

Care Management
2025
Traditional
Generative
Agentic
Outcome
Using AI to automate administrative tasks, CVS reduced nurse call preparation time from 40% to 5%, allowing nurses to focus more on patient interactions and improving care management efficiency. [1][2]
Operational Forecasting
2025
Traditional
Generative
Agentic
Outcome
Costs
During the COVID-19 pandemic, CVS applied AI-driven forecasting tools (e.g., via DataRobot) to optimize staffing, resource allocation, and supply chain logistics for testing and vaccine delivery at scale across 10,000 locations. [1][2]
Medication Adherence
2025
Customer Facing
Traditional
Generative
Agentic
Outcome
Costs
CVS implemented personalized machine learning interventions that improved medication adherence rates by 1.6%, generating significant cost savings and better health outcomes by integrating siloed data and tailoring communications. [1][2]
Fraud Detection
2025
Traditional
Generative
Agentic
Outcome
Risk
CVS employs AI-driven systems to detect fraud in pharmacy and retail operations to safeguard revenue and compliance. [1]
Customer Service Automation
2024
Customer Facing
Traditional
Generative
Agentic
Outcome
CVS implemented AI chatbot technology to handle customer queries in pharmacy operations and plans to replace traditional call centers with AI systems to enhance customer experience and optimize operational efficiency. [1][2][3]
Prescription Personalization
2021
Customer Facing
Traditional
Generative
Agentic
Outcome
CVS uses machine learning models to analyze patient behavior and treatment patterns to increase prescription refill rates and reduce gaps in medication adherence by tailoring outreach with texts and calls. [1][2][3]

Timeline

2025 Q4: no updates

2025 Q3

5 updates

CVS reaffirmed its commitment to responsible, human-centered AI that eliminates administrative burdens and enhances patient care, reducing nurse call prep time from 40% to 5%. The company envisions healthcare transformation through AI-powered tools and promotes patient-owned data interoperability.

2025 Q2

4 updates

CVS demonstrated AI-driven connected care capabilities including personalized medication adherence improvements (1.6%), pandemic-scale forecasting for testing/vaccine delivery with DataRobot, and joined investments in AI health risk assessment tools.

2025 Q1

3 updates

CVS launched an AI-powered app enhancing pharmacy retail operations, including personalized health recommendations and fraud detection. This digital-first strategy aimed to boost customer satisfaction and engagement.

2024 Q4

2 updates

CVS announced cutting nearly 3,000 jobs as part of a $2 billion multi-year initiative to accelerate AI adoption and achieve cost savings; reports also surfaced of AI deployment for claims denial activities.

2024 Q3

1 updates

The company announced a new AI chatbot rollout to handle pharmacy customer queries, aiming to improve engagement and service quality.

2024 Q2

1 updates

CVS announced plans to replace call centers with AI technology to enhance customer service experience and operational efficiency.

2024 Q1

2 updates

Senior health leaders including Dr. Sree Chaguturu discussed AI opportunities to improve healthcare outcomes in patient and provider contexts; various AI use cases within CVS were highlighted.

2023 Q4

3 updates

CVS joined 27 other organizations pledging to safe and responsible AI use; the company projected $355B revenue for 2023 with AI and data-driven transformation at the core.

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 deployed machine learning for personalization efforts to increase prescription refill rates and reduce treatment gaps, with key input from Sunanda.

2021 Q3: no updates

2021 Q2: no updates

2021 Q1

1 updates

CVS Health began leveraging data analytics and AI across its brands including CVS Pharmacy, CVS Caremark, and Aetna to pave paths toward better care.