Discover how healthcare contact centers are evolving and the future of patient communication. Uncover new strategies and technologies industry leaders use to promote patient satisfaction and loyalty.
Important: This session is first come, first seated. You do not have a reserved seat.
, System VP, Ambulatory Access Strategy & Operations, CommonSpirit Health
, Provider Marketing Lead, Salesforce
, Lead SE, Salesforce
Industry: Healthcare and Life Sciences
Product: Agentforce Life Sciences
Topic: Artificial Intelligence
Session Type: Theater
Tuesday, Sep 179:00 AM - 9:20 AM PDT
(4:00 PM - 4:20 PM GMT)
Moscone West, L2, Room 2000
Session Summary by Einstein: The recent Salesforce conference session focused on leveraging AI to enhance patient access and care in healthcare contact centers, highlighting that 72% of patients prefer digital management of their healthcare and 55% of contact centers still rely on manual processes. The discussion emphasized the challenges of high call volumes and staffing shortages, with 64% of organizations struggling to cope, leading to longer patient wait times. Salesforce introduced a solution comprising a collection of products aimed at addressing industry pain points, including Agentforce, part of the Customer 360 platform, which uses MuleSoft to integrate data for a holistic patient view and Data Cloud for data unification, allowing for improved patient engagement and streamlined care delivery. Real-world applications were demonstrated, including Commonspirit Health's use of Health Cloud to centralize and optimize patient care, resulting in significant improvements in call resolution rates and reduced administrative burdens.
Key Takeaways by Einstein:
• Salesforce's Agentforce platform provides agents with assistive and autonomous capabilities, aiming to enhance the efficiency of healthcare contact centers while maintaining a human touch.
• Health Cloud's integration capabilities have enabled Commonspirit Health to achieve a 95% call resolution rate and significantly improve the ease of scheduling from the 26th to the 68th percentile.
• The session showcased how Salesforce's suite of tools, including MuleSoft and Health Cloud, can be leveraged to create a single-pane view for contact center agents, reducing complexity and improving patient care coordination.
With sessions and hands-on activities led by product experts, visionaries, and fellow Trailblazers, Dreamforce offers a deep dive into the latest in CRM + AI + Data + Trust.
Merlinda Lu
Salesforce Developer, IBM
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