TL/DR –
CVS Health, one of the largest healthcare companies in the U.S., generated $357.8 billion in revenue in 2023 and serves over 100 million people annually. The company leverages AI to improve operational efficiency and deliver personalized care, specifically using machine learning models to analyze patient behavior and prescription data and AI tools to support national testing and vaccine distribution. Primary applications of this technology have been in personalizing pharmaceutical workflows to improve patient outcomes and optimize resource allocation for public health efforts, with the AI system predicting patient needs and producing recommendations for site staffing, testing kit distribution, and vaccine inventory planning.
How CVS Health Uses AI to Enhance Its Healthcare Services
As a major healthcare company in the U.S., CVS Health serves over 100 million people annually, generating $357.8 billion in 2023. To improve operational efficiency and offer personalized care on a significant scale, the company is heavily invested in AI technology across its insurance, retail, and pharmacy operations.
CVS Health has stated its commitment to integrating AI into its core business operations, having successfully utilized AI in enhancing patient outcomes and reducing friction across its pharmacy and clinical workflows. This includes the employment of AI for personalization in medication support programs and deploying augmented intelligence tools to aid in national testing and vaccine distribution efforts.
Personalizing Pharmaceutical Workflows for Improved Patient Outcomes
CVS Health uses AI to tackle the healthcare challenge of medication non-adherence, a problem that costs the U.S. healthcare system approximately $528.4 billion annually. The personalization engine used by CVS Health, powered by Databricks Lakehouse, employs machine learning models to analyze various patient data, including prescription history, insurance claims, health conditions, demographics, and real-time pharmacy interactions. It can predict individual patient needs and behavioral patterns, enabling CVS to tailor its communication strategies accordingly.
The AI system allows CVS to provide customized reminders, including automated texts and pharmacist-led phone calls, to boost medication adherence and streamline pharmacy workflows. CVS claims that its AI-driven personalization tools have improved patient adherence and automated pharmacist outreach, reducing the burden on clinical teams. The system has reportedly led to a 1.6% improvement in adherence rates.
Augmented Intelligence to Streamline Testing and Vaccine Delivery
During the COVID-19 pandemic, CVS Health used an augmented intelligence platform built on DataRobot to manage the distribution and staffing of testing and vaccination services across thousands of locations in the U.S. The AI system provided recommendations for optimal site staffing, testing kit distribution, and vaccine inventory planning, based on multiple data sources.
This AI-enabled approach allowed CVS to predict demand fluctuations, allocate resources where needed, and reduce wait times. It also ensured that critical materials were neither under nor over-supplied. AI-generated scenarios served as decision support tools, helping human experts make proactive adjustments and maintain control.
According to DataRobot documentation, the AI-enabled approach was crucial in administering over 29 million COVID-19 tests and 59 million vaccine doses across the U.S. CVS now plans to use the same forecasting capabilities for future public health campaigns and to manage seasonal surges in demand.
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