The healthcare industry is at a critical turning point. Today’s patients expect more than clinical expertise — they demand seamless, personalized, and empathetic care at every step of their healthcare journey. Agentic healthcare empowers providers to meet these evolving expectations by integrating tools like Agentforce with human expertise to deliver truly personalized and patient-centered care.
According to Salesforce’s Healthcare and Life Sciences survey, patients are clear about their needs and expectations: 57% prefer to engage through digital channels, with online interactions increasing from 56% in 2020 to 61% in 2022. Whether it’s scheduling appointments, understanding treatment options, or addressing billing questions, every interaction shapes a patient’s experience.
This leaves the healthcare industry facing a unique challenge: balancing strict rules on patient privacy (such as HIPAA), data security, and treatment with the desire to offer patients the modern, digital-first experiences they want. So, how do healthcare leaders bridge the gap? With digital engagement brought to life through a new wave of agentic healthcare. Let’s explore three ways Agentforce can transform the patient experience, improving continuity of care without sacrificing privacy and protection.
What you’ll learn
1. Create seamless patient journeys across all channels
Many patients have had that experience where they have to repeat themselves again and again —and advocate for themselves or their loved ones in a healthcare setting. Agents can help build seamless experiences by adding an autonomous channel to engage with your patients in a HIPAA compliant manner. Agentforce enables agents to create connected, seamless experiences by:
- Meeting patients where they are. With the ability to connect across many channels, you can create a gateway into an autonomous agent experience embedded into your existing digital channels.
- Educating patients with credibility. Agents can be trained with trusted data from your existing resources. They work within strict guardrails you define to educate patients and hand off to schedule an appointment with a healthcare professional for diagnosis and dedicated care.
- Maintaining continuity of care. Agents access a full view of patient interactions, ensuring that conversations pick up where they left off, regardless of the channel.
By creating frictionless experiences, agentic healthcare can be seamless, efficient, and centered around the patient.
2. Personalize every interaction with AI and data
Personalized care is no longer optional – it’s expected. But delivering this experience can be complicated. Agentforce can help your marketing team by:
- Targeting the right audience. Agents serve as a central point of integration, pulling in patient data from various sources. This allows you to bring information together from your electronic health record (EHR), Health Cloud, and other data sources to easily build an audience segment for hyper-focused communications.
- Generating meaningful content. AI helps create tailored content like educational guides, personalized health tips, and patient-specific updates that resonate with audiences. Agentforce helps deliver this relevant information at the right time and on the right channel, connecting more deeply and effectively with patients.
- Anticipating patient needs. AI predictions help agents suggest next steps, such as follow-ups, educational resources, or preventive care reminders.
3. Reduce patient stress through clarity and empathy
Healthcare can often feel overwhelming, but Agentforce can provide clear guidance and compassionate support by:
- Simplifying complex processes. Agents can use integrated tools to explain insurance, care plans, and treatment options in simple steps.
- Enabling proactive nudges toward care. Agents can proactively check in on patients, and nudge them toward preventative health measures, vaccinations or care visits — reducing the cost to serve the patient and improving healthcare outcomes. For healthcare payers, this is critical for maintaining a high star rating and can have a significant impact on financial performance.
- Focusing on human connection. By automating repetitive tasks and handing them over to a team member with context, Agentforce allows staff to dedicate more time to emotionally sensitive interactions where human empathy makes the most difference.
By offering clarity and compassion at every step, Agentforce helps patients feel confident and supported in their healthcare experience.
Transform patient care with agentic healthcare
Agentic healthcare is redefining the patient experience with seamless, autonomous, personalized, and empathetic care. With Agentforce, healthcare organizations can meet the rising expectations of patients and transform every touchpoint into a moment of care and connection.
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