CVS Health stated this week that, as part of its attempts to advance a digital-centric strategy, it is collaborating with Microsoft and would be utilizing its cloud computing and artificial intelligence technology. CVS Health anticipates that the collaboration will accelerate the development of a more data-driven, personalized customer experience while adhering to patient privacy and confidentiality policies.
- Integrated platform: With Microsoft as a foundation, CVS Health built an integrated data platform and suite of analytical and advanced machine learning tools to address the individualized needs of patients. The resulting patient engagement strategies include mobile alerts for flu vaccines or an annual cancer screening, side effect counseling from a pharmacist for a new medication and even reminders for those at risk of developing melanoma that it’s time to buy sunscreen. This personalized care is expected to improve patient outcomes.
- Combination: The idea is to combine information from different areas across the company, for CVS to enhance its omnichannel pharmacy capabilities and deliver customized health recommendations. The company said it would also scale up retail loyalty and personalization programs that use advanced machine learning models running on the cloud computing service Azure.
- Leverages: CVS Health currently leverages Azure cognitive services, like Computer Vision and Text Analytics for Health, that automate certain tasks. In Specialty Pharmacy, for example, CVS Health has digitized intake using these services, including the 40% of prescriptions that arrive as paper or fax — the idea being that it helps technicians fill prescriptions faster and easier than previous methods.
- Partnership: The Microsoft partnership is also expected to benefit CVS retail employees. Through the use of Microsoft Teams and Office products, the organization expects it will be more agile, enabling retail employees to more easily digest key information needed to answer common questions and solve customer needs more quickly.
- Expansion: Microsoft will continue to expand and partner with CVS Health to reimagine and simplify processes, as part of the latter’s technology-driven digitalization program, the company said.CVS Health selected Microsoft as a preferred cloud provider for applications based on what it called “a successful history of engineering and co-innovation.”
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