CVS plans to replace call centers with AI for better customer service
RHODE ISLAND, UNITED STATES — American health solutions provider CVS Health is looking to transform its customer service experience by integrating artificial intelligence (AI) into its call centers.
In an interview with The Wall Street Journal, CVS Health Chief Technology Officer Tilak Mandadi said that this move aims to streamline interactions and reduce the reliance on traditional menu-based systems.
AI-driven app to reduce need for live agents
Mandadi revealed that CVS plans to roll out an AI-driven app designed to minimize the need for customers to call a pharmacist or a live agent.
The app will provide text-based answers in natural language, allowing customers to get the information they need at their convenience.
“Customer experience is going to be improved with the new app with self-service,” Mandadi stated.
“If members can get most of their questions answered without having to reach a pharmacist or someone at a call center, they can do it at their own pace and at the time of their choosing.”
Streamlining phone interactions with AI technology
For those who prefer calling, Mandadi said that CVS will implement AI to eliminate cumbersome menu options.
Instead of navigating through “press 1 for this, press 2 for that,” customers will simply state their query, and the AI will respond if it can.
If the AI cannot provide an answer, the call will be directed to a live agent.
“For calls, we want to move away from the traditional, incredibly annoying menu-based options,” Mandadi explained.
“Instead, you will just say what you are calling about, and AI will respond if it can answer the question.”
Catering to Gen Z preferences in customer service
This initiative is particularly aimed at catering to the preferences of CVS’ Gen Z customers, who are less inclined to use traditional phone calls for customer service.
The AI-driven app and call center enhancements are expected to provide a more seamless and efficient experience for this demographic.
Industry trends in AI-powered customer service
CVS is not alone in leveraging AI for customer service.
Companies like McDonald’s have tested AI-powered drive-through services, and AI is already playing a crucial role in emergency dispatch centers by providing real-time translation and prioritizing calls during high-volume periods.
AI chatbots are also becoming more prevalent, with companies like Affirm reporting that less than 40% of customers needed to speak with a person after using their AI chatbot.
Future prospects and challenges
CVS Health’s move to integrate AI into its call centers represents a significant step towards modernizing customer service in the retail pharmacy sector.
While the exact timeline for the rollout of CVS’s new app and AI-powered services remains unclear, the company is committed to enhancing customer experience through technology.
However, the success of this initiative will depend on the AI’s ability to handle complex queries and the seamless integration of these systems into existing workflows.
Headquartered in Woonsocket, Rhode Island, CVS Health operates through multiple business segments, including CVS Pharmacy, a retail pharmacy chain; CVS Caremark, a pharmacy benefits manager; and Aetna, a health insurance provider.
With a workforce of over 300,000 employees, CVS Health serves more than 100 million people across the United States through its extensive network of retail locations, walk-in medical clinics, and digital platforms.
