CVS Health put AI to work for 300,000 colleagues. The result was more time for reimagining health care.
First came the workflows. Then the governance. Then 2.5 million conversations,
and a 75% return rate that proved it worked.

 

What does it take to put AI in the hands of 300,000 colleagues—and have over 75% keep coming back? For CVS Health, the answer started long before the AI was deployed.

By building on the ServiceNow AI Platform first, CVS Health created a foundation that understands context: who is asking, what role they hold, and what they need to get done. On top of that foundation, ServiceNow EmployeeWorks became the single front door for every corporate colleague across CVS Health—embedded directly inside Microsoft Teams, where people already work. The result: 2.5 million AI-powered conversations in less than a year, driven by colleagues who chose to come back because the experience actually worked.

Watch now to see how a Fortune 5 health care company made more time to simplify health care one person, one family, and one community at a time.
About CVS Health CVS Health is a leading health solutions company building a world of health around every consumer, wherever they are. As of December 31, 2025, the Company had approximately 9,000 retail pharmacy locations, more than 1,000 walk-in and primary care medical clinics and a leading pharmacy benefits manager with approximately 87 million plan members. The Company also serves an estimated more than 37 million people through traditional, voluntary and consumer-directed health insurance products and related services, including highly rated Medicare Advantage offerings and a leading standalone Medicare Part D prescription drug plan. The Company’s integrated model uses personalized, technology driven services to connect people to simply better health.
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