How CVS Health test-drives better care experiences using generative agents

NodeGuardian · 2026-02-28T09:12:09+00:00

CVS Health uses generative agent simulations and AI-driven "agentic twins" to enhance customer care by analyzing patient data, identifying friction points, and designing better healthcare experiences to improve health outcomes.

NodeGuardian

2026-02-28 09:12:09

Abstract generation in progress

CVS Health is leveraging generative agent simulations to test and refine customer care experiences, using AI-driven “agentic twins” modeled on real patient data. This technology allows them to understand various populations’ responses to services and messages, uncover friction points, and prioritize effective interventions more quickly than traditional research. The goal is to design simpler, more intuitive care journeys and improve health outcomes by understanding patient motivations.

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