Salesforce Agentforce for Healthcare and Life Sciences

Salesforce Agentforce for Healthcare and Life Sciences

At this year’s Dreamforce, the excitement centered around Agentforce for the Salesforce platform. It promises to enhance collaboration among sales, marketing, and support teams, enabling quicker task completion. However, its actual value lies in the ease of creating Agentforce AI workers.

Salesforce's strength comes from its flexibility. Leveraging that flexibility depends on a developer's skill in creating flows, writing APEX code, and crafting generative AI prompts. Agentforce will still rely on these essential components, but its strength comes from pre-built blocks. These blocks give AI agents new abilities with low-code solutions.

Users create Agentforce service agents with five key traits. These traits define what the agent is, what it can do, what it cannot do, and where it operates.

• Role
  Defines the AI agent's primary job.
• Data
  Scopes the information an agent can access.
• Actions
  Tells the agent what tasks it can do.
• Guardrails
  Restricts the agent from doing specific actions.
• Channel
  Tells the agent where it can engage.

Now that you understand how to construct an agent, let’s explore the exciting possibilities. How use cases can it solve for healthcare and life science companies?

Salesforce Agentforce for Healthcare Use Cases

Automated Transcriptions

Salesforce Agentforce can improve how physicians approach documentation by reducing manual note-taking with AI medical transcription. Transcribing audio recordings into patient summaries empowers doctors to make more informed recommendations while enhancing post-appointment care coordination for patients.

Physician Onboarding

Agentforce can handle physician credentialing and onboarding faster than ever, improving time to revenue and stopping downtime. From auditing applications to personalizing onboarding assets, AI has the potential to streamline onboarding by limiting manual training processes.

Analyzing Medical Images

Agentforce helps clinical teams analyze CT scans and X-rays more quickly. Additionally, it can reconstruct medical images and assemble data captured from multiple angles.

Optimizing Medical Claims

With the help of Sift Healthcare, Agentforce addresses critical revenue cycle challenges, such as claim denials and staffing shortages. With real-time data and customized payment plans, Agentforce empowers healthcare providers to minimize disruptions in their revenue cycle.

Patient Support and Customer Service

Agentforce empowers patients with AI chatbots that help them schedule appointments, view medical records, and receive personalized support.

Salesforce Agentforce for Life Sciences Use Cases

Clinical Development

Agentforce provides concise summaries of potential drug reactions and treatments during development by analyzing large datasets.

Discovering Medications

Agentforce can lower drug design costs by streamlining protein folding, sequence design, and molecule design processes.

Analyzing Research

Agentforce efficiently condenses research datasets into documents that help stakeholders quickly understand the most crucial information to make data-driven decisions.

Enrolling Trial Members

Agentforce identifies the ideal clinical trial participants by analyzing demographics, medical histories, genetic information, current symptoms, and additional relevant factors.

Based on these use cases, Agentforce undoubtedly has the potential to help healthcare companies run more efficiently. However, how does it tackle the safety concerns that healthcare companies have regarding implementing AI?

How Salesforce Built Agentforce for Healthcare

Healthcare and life sciences organizations are cautious about using AI. This is especially true for those who handle patient data. However, Salesforce Shield addresses many of these apprehensions.

Salesforce Shield enhances Agentforce security and data compliance in products such as Sales Cloud and Service Cloud. Shield provides the data structure, surveillance features, and framework that guarantee AI adheres to rigorous compliance standards.

Data Model
Data detectors can search through objects and fields for PHI before allowing Agentforce to access them for training. Detection is beneficial for redacting protected information submitted by patients during chat or call sessions.

Ongoing Monitoring
Salesforce Shield monitors third-party and internal processes for access attempts. Thorough monitoring helps healthcare companies restrict unauthorized access and mitigate security risks.

Zero Retention Architecture
Salesforce designed Agentforce with an opt-in trust model. It assumes that users are not trustworthy until verification. Additional safeguards include risk management, access restrictions, and strict controls.

Conclusion

Salesforce Agentforce addresses many of the concerns healthcare companies have about the efficacy of AI. It solves challenging use cases across the healthcare and life sciences industry, from automated transcriptions to personalized medicine.

Agentforce makes workflows simpler, improves accuracy, and enhances patient care. It also helps healthcare professionals focus on what matters: providing quality care to patients. As the industry evolves, solutions like Agentforce will help healthcare companies grow and adapt in a fast-changing environment.