Story
Cartesia
CVS HealthCartesia Supports Voice Experiences at CVS Health
CVS Health, a health care organization in the United States, uses Sonic from Cartesia to support customer and product conversations for product and contact center teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because spoken interfaces has a clear owner |
| Productivity | Handoffs in customer and product conversations sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Sonic is the governed place product and contact center teams use for customer and product conversations |
Story
CVS Health grew spoken interfaces faster than the local tools around it. From the United States, health care teams still had to serve customers and internal partners who expected a straight answer. Product and contact center teams were the ones stitching the picture together by hand.
Rolling out Sonic put customer and product conversations on Cartesia. Cartesia develops real-time voice AI, including Sonic text-to-speech and Ink speech-to-text, for conversational products and agents. CVS Health keeps the product in the path where work already happens, so product and contact center teams do not context-switch into a graveyard system used only for audits.
The visible result is steadier customer and product conversations. Spoken interfaces is easier to inspect, and adjacent groups can join product and contact center teams without a guided tour of someone's desktop.
