Salesforce (CRM) will deploy its AI-driven Agentforce Health platform to improve call center efficiency across CVS Health (CVS) businesses, the companies said Thursday.
The platform will be integrated across CVS Health's Aetna and CVS Caremark businesses, giving staff real-time AI insights and a unified view of member data to resolve queries faster with better clinical context, according to a statement.
The expanded partnership reflects increasing AI adoption in regulated industries, with routine tasks being automated so human representatives can focus on more complex member interactions, the companies said.
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