CRM
CVS
CVS is trying to make the phone tree less soul-crushing
CVS Health is deepening its partnership with Salesforce to streamline call center interactions for members and providers. Translation: the giant health care company wants AI agents to do more of the boring, repetitive work so humans can handle the messy stuff.
For a business that serves 185 million people a year, even a small improvement in customer support can matter. If you’ve ever been trapped in an endless “please listen carefully as our menu options have changed” loop, you get why this is a big deal.
Why investors should care
This isn’t a flashy moonshot. It’s the kind of operational upgrade that can quietly save time, reduce friction, and maybe keep more members from rage-hanging up on the first ring.
The pitch here is straightforward:
- faster call handling
- more personalized support
- better service for both members and the 1.5 million providers CVS says it serves through this rollout
Big picture
This kind of AI rollout doesn’t instantly move the needle like a blockbuster drug approval would, but it does signal that CVS keeps leaning into automation to make its massive health care machine run a little smoother. In healthcare, boring efficiency is often where the real money hides.