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CVS Health Launches Enhanced Mobile App with Security and AI Features

CVS is enhancing its app with AI-powered search and a planned chatbot for prescription inquiries while also testing an unlocking feature to address shopper frustrations over secured products amid rising retail theft concerns.

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CVS Health

CVS Health Launches Enhanced Mobile App with Security and AI Features: 

To download the app, visit: CVS Health mobile app, Apple App Store or Google Play.

CVS Health® (NYSE: CVS) today announced the launch of the CVS Health app. New features of the app will bring together all CVS Health has to offer to consumers, helping make health care more accessible, affordable, and convenient.

“As a company, we are super focused on improving the health care experience,” says Tilak Mandadi, Executive Vice President at CVS Health. “The CVS Health app will make it easier for our customers to access and manage their health and care, save time and money, and make informed decisions about their health.”

The app, a successor to the CVS Pharmacy® app and one of many initiatives underway at CVS Health to improve the health care experience, is designed to become a single app for consumers’ whole health with new features that include:

A single place to manage your health care:

• Ability to manage prescriptions for the entire family across CVS Pharmacy stores, CVS Caremark® mail orders, and CVS Specialty® pharmacies, with convenient delivery and fulfillment options and full transparency into prescription order status and cost.

• Simple and fast immunization scheduling for the whole family with industry-leading group and multi-shot scheduling and easy-to-find appointments.

• Easy access to health spending and benefit details for eligible CVS Caremark and Aetna® members.

A simple in-store solution to help you save time and money:

• Faster, easier in-store prescription pickups for consumers by using a personalized barcode to expedite checkout.

• Savings offers and the capability—being tested in a handful of stores—to use the app to open locked display cabinets for easier access to merchandise.

Easy access to timely, personalized updates:

• A redesigned and personalized home screen that features a health “to do” list and recommendations, including reminders to refill medications, updates on upcoming appointments, and savings opportunities.

• Enhanced, AI-powered search that helps consumers locate products, services, and information from across CVS Health and select third-party content providers.

• Health and wellness content offered through external partnerships, including thousands of educational articles from Everyday Health—all reviewed by medical professionals—as well as guided meditations from Headspace.

Many of these enhancements to the app were underway throughout 2024. CVS Health will continue adding new app capabilities and features this year that will make it even more convenient, affordable, and simple for consumers to access the care they need, including:

• Patients managing chronic health conditions will have access to personalized recommendations and educational content that guide them along their care journey and provide details on relevant cost savings and copay assistance programs.

• A new conversational AI chat experience that enables patients to check medication refills, status of their orders, and more.

• Continued and enhanced integration with Aetna, Caremark, and other parts of CVS Health to create a unified experience for consumers.

• New digital offerings and partnerships designed to help consumers find the holistic care and support they need for their health and wellness journey.

Industry Innovation and Commitment to Consumer Convenience

As part of its digital transformation, CVS has integrated artificial intelligence into the app’s search functions, streamlining product, service, and information discovery for customers. Later this year, the company plans to introduce a conversational AI chatbot to address inquiries about prescription refills and order statuses.

The decision to implement an unlocking feature comes amid growing shopper frustration over retailers securing products to combat retail theft. Many drugstores, mass-market retailers, and beauty chains like Ulta have adopted locked display cases as a deterrent. However, staffing shortages often make it difficult for shoppers to receive timely assistance, leading to lost sales. A recent survey by data technology firm Numerator found that while 62% of consumers will wait for store personnel to unlock products, 27% may forgo the purchase or turn to a different retailer.

Beyond shopping convenience, the CVS app is designed to support users in managing their healthcare needs. It includes features for vaccine scheduling, prescription management, and chronic condition support while also providing personalized recommendations and cost-saving options, including copay assistance programs.

“The app is the health concierge and guide for all consumers,” says Tony Ambrozie, Senior Vice President and Chief Digital and Technology Officer, CVS Health Pharmacy and Consumer Wellness. “With 60 million digital customers, we are excited to continue to innovate and bring best-in-class and first-in-industry capabilities to our customers.”

Ongoing Company Growth and Investments

The app upgrade coincides with a period of restructuring at CVS Health, which recently laid off 2,900 employees—around 1% of its workforce—following a $2 billion cost-reduction initiative announced last summer. Shortly after the October layoffs, the company appointed David Joyner as its new CEO, replacing Karen Lynch.

Despite these cost-cutting measures, CVS continues to invest in its product selection. In July, the retailer introduced the tween period care brand Pinkie in over 3,300 locations and expanded the skincare brand Curology to 3,800 stores.

With its revamped mobile app, CVS aims to balance security, convenience, and healthcare accessibility while enhancing the overall shopping experience for its customers.

To download the app, visit: CVS Health mobile app, Apple App Store or Google Play.

About CVS Health
CVS Health® is the leading health solutions company, delivering care like no one else can. We reach more people and improve the health of communities across America through our local presence, digital channels and over 300,000 dedicated colleagues — including more than 40,000 physicians, pharmacists, nurses and nurse practitioners. Wherever and whenever people need us, we help them with their health — whether that’s managing chronic diseases, staying compliant with their medications or accessing affordable health and wellness services in the most convenient ways. We help people navigate the health care system — and their personal health care — by improving access, lowering costs and being a trusted partner for every meaningful moment of health. And we do it all with heart, each and every day. Follow @CVSHealth on social media.

SOURCE CVS Health