CVS Health (NYSE: CVS) and Salesforce (NYSE: CRM) announced an expanded collaboration to implement AI-powered call center technology across CVS Health's Aetna and CVS Caremark businesses. The partnership will use Salesforce's Agentforce Health platform to serve millions of members and 1.5 million providers.

The AI-enabled call center platform will provide real-time insights to CVS Health member care representatives, connecting data across different CVS Health businesses to create a unified view of member health profiles. The system aims to help resolve member inquiries in single interactions where appropriate.

According to the press release, this represents Salesforce's largest Agentforce deal to date across regulated industries. The companies have collaborated for over a decade on call center solutions, with this expansion marking a shift toward AI-driven customer service.

"Through the responsible use of AI, we're revolutionizing health care, unlocking new levels of accessibility for our members, and empowering our colleagues to provide an even deeper, more engaged experience in every moment of a member's journey," said Pushpendu Pal, Senior Vice President and Chief Digital Technology Officer at CVS Health.

The platform will incorporate Slack for real-time communication among customer care teams. Salesforce employees will experience the system as clients of CVS Caremark and Aetna services.

CVS Health serves 185 million people annually through approximately 9,000 retail pharmacy locations, more than 1,000 medical clinics, and pharmacy benefits management for about 88 million plan members. The company provides health insurance products to more than 37 million people.