Gain new insights on how a fully integrated platform, with AI built-in, can help your contact center create personalized, omni-channel experiences for members, providers, and stakeholders.
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AI Spotlight: How AI Can Advance Your Contact Centers
, Solution Engineer, Salesforce
, Director of Innovation & Organizational Excellence, AmeriHealth Caritas
, Industry Marketing - Payer, Salesforce
, Vice President of IS Strategy & Shared Services, AmeriHealth Caritas
Role: Administrator, IT, Operations
Industry: Healthcare and Life Sciences
Product: Experience Cloud, Agentforce Health, Agentforce Marketing
Session Level: Introductory
Available Now on Salesforce+: Watch now
- Wednesday, Sep 131:00 PM - 1:20 PM PDT(8:00 PM - 8:20 PM GMT)AI Landing (Moscone South, Lodge Village)
- Thursday, Sep 143:00 PM - 3:20 PM PDT(10:00 PM - 10:20 PM GMT)AI Landing (Moscone South, Lodge Village)
Session Summary by Einstein: In the Dreamforce session, Salesforce and AmeriHealth, discussed how AI is revolutionizing contact centers. They highlighted how AI has transformed the way contact centers operate, shifting from transactional interactions to personalized, supportive, and warm interaction models. They emphasized how AI enables contact center agents to optimize service workflows, provide personalized service, and make the most of every interaction with members. They also discussed how AI has helped contact centers move from being a cost center to a growth engine, aiding in member retention, network growth, and plan expansion. The session also touched on the role of generative AI in transforming payer contact centers and the importance of integrating AI in business transformation processes. The speakers also highlighted how AI supports equity initiatives, including the collection of race, ethnicity, and language data, and the introduction of gender pronouns to the platform.
Key Takeaways by Einstein:
- • AI is transforming contact centers by enabling more personalized, efficient, and effective interactions with customers, shifting the perception of contact centers from cost centers to growth engines.
- Salesforce's Einstein GPT for Service is a game-changer for contact centers, offering real-time, built-in AI solutions that generate personalized responses, automate work summaries, and provide search answers across all data sources.
- AmeriHealth's successful business transformation with Salesforce's AI solutions demonstrates the power of AI in enhancing member service, supporting equity initiatives, and driving business growth.
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CRM Enterprise Architect
NetApp
