UChicago Medicine in the US is set to implement Agentforce for Health, a digital labour platform by Salesforce, aimed at improving the patient experience.
This platform will be integrated into the health system's non-clinical, operational workflows for round-the-clock access to personalised, self-service information and support for patients.
UChicago Medicine chief marketing officer Andrew Chang said: “As part of our broader efforts to enhance the patient experience and streamline access to information, we’re implementing new digital tools to support our teams and patients.
“These tools are expected to help automate routine inquiries so that staff can focus on more complex needs that benefit from personalised attention.”
The academic health system pinpointed the need to optimise the non-clinical support efficiency for patients, especially for regular inquiries outside of standard business timings.
This use of AI-driven, agentic tools is expected to relieve staff from high-volume, non-urgent tasks while offering answers to common questions in time.
Through the combined capabilities of Agentforce and Health Cloud, digital agents will assist patients in finding specialised care, as well as providing information on parking and directions.
Additionally, UChicago Medicine is exploring the potential of this technology to guide patients through their care journey via phone and web chat interfaces.
The system will allow patients to manage prescriptions, appointments, and insurance verification with ease.
Real-time logistical support, encompassing alternative parking suggestions when garages are full, is also part of the planned service enhancements.
Salesforce AI executive vice-president and general manager Adam Evans said: “UChicago Medicine is setting a new standard for how healthcare providers can strategically leverage agentic AI to deliver tailored and effective care to its patients.
“By leveraging Agentforce for Health on the deeply unified Salesforce Platform, UChicago Medicine is not just boosting operational efficiency, it is empowering its staff to dedicate more time to meaningful patient interactions and elevate health outcomes.”
