CVS operates voice at national scale—across pharmacy, payer, provider, and retail—where every channel decision is an access and operations decision. In this fireside chat, CVS shares how it moved beyond rigid, menu-driven IVR to an enterprise-grade voice platform built for the complexity and compliance of healthcare: the approach to the build, the outcomes that matter most (higher containment, better task completion, reduced friction), and what comes next. The bigger shift is from voice as a transactional IVR to an intelligent, conversational front door to healthcare—and CVS is showing what it takes to operationalize that at scale.
Hosted by Deepgram. Featuring Yogesh Bhagat, Vice President Digital and Technology, in conversation with Kris Efland, VP of Engineering, Deepgram
