We’re using AI across physical and digital channels to help consumers get the care they need "more quickly, more effectively, more proactively," says Josh Weiner, SVP, Consumer Engagement and Analytics, Digital, Data, Analytics and Technology, CVS Health.• We use AI to summarize data like medical records and call center interactions to help consumers understand their benefits, navigate support calls and stay informed with personalized outreach, Josh says.• Josh emphasizes that AI also improves the colleague experience by automating repetitive tasks and allowing them to focus on what they do best: caring for members, patients and customers.• "When we help consumers, we improve company performance,” Josh says. “There's a well-established relationship between consumer satisfaction, Net Promoter Score and growth."

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