Salesforce unveils Agentforce AI tools for healthcare

Salesforce has launched Agentforce for Health, a set of prebuilt artificial intelligence agent skills for healthcare organisations looking to automate administrative work across patient access, public health, and clinical research.

The product sits within Salesforce Health Cloud and Life Sciences Cloud. It offers a library of skills and actions that organisations can use to build AI agents for tasks such as eligibility checks, benefits verification, disease surveillance, and clinical trial recruitment.

Healthcare providers, payers, public health bodies, and life sciences companies are under pressure from staffing shortages and growing data volumes. Salesforce cited its own research showing that 87% of healthcare staff work late each week to handle administrative tasks, and 59% say the burden negatively affects job satisfaction.

Patient access

Agentforce for Health includes patient access and services skills focused on appointment scheduling, care coordination, benefits verification, and customer service. The tools are designed for care teams, clinicians, and contact centre staff.

A provider search and scheduling function lets an agent chat with a patient or member and match them with in-network providers and specialists based on preferences and location. It also integrates with athenahealth for appointment scheduling.

Care coordination tools provide staff with a patient summary ahead of an appointment, including medical history, referrals, care gaps, visit summaries, and benefits. An integration with Availity supports real-time communication between providers and payers for eligibility checks and prior authorisation decisions.

For benefits verification, the system can verify pharmacy or durable medical equipment benefits using call scripts or by connecting to electronic benefits verification providers such as Infinitus.ai. It also supports handover to a human when needed.

Customer service functions include updating patient information, managing device orders, and handling inquiries. The system can also help representatives plan meetings with healthcare professionals.

Several organisations cited early-stage use cases. "Agentforce can help Amplifon to accelerate scale and personalization of our excellent care, enabling hearing care professionals to spend less time in low value-added activities, thus massively increasing their time on patient-centered care, and on human and personalized customer experience," said Alessandro Bonacina, Global CMO & CTO, Amplifon.

Rush University System for Health highlighted round-the-clock support for basic tasks. "With Agentforce, we can support patients 24/7 with tasks like navigating facilities and finding healthcare providers based on their preferences. This frees up our human agents, allowing them to focus on more complex issues. We're excited to explore ways to supercharge the patient experience at Rush," said Jeff Gautney, Chief Information Officer, Rush University System for Health.

Public health

The public health skills include disease surveillance and home health functions. The disease surveillance module works with unified data from sources such as inspections, immunisation registries, and social determinants. It can transform lab reports into cases and suggest classifications, supported by disease definitions and assessments.

The home health function focuses on transcribing notes, estimating in-home costs against government benefits, and generating quotes for aged care agencies and community-based care providers.

Pacific Clinics described plans to use the tools for outreach and information services. "At Pacific Clinics, we look forward to leveraging Agentforce to provide 24/7 outreach and general information. By scaling our Enhanced Care Management behavioral health services, we will focus on what matters most - delivering personalized, expert care and hope to those we serve - whenever they need us," said Jacquelyn Torres, Senior Vice President of Emerging & Statewide Services, Pacific Clinics.

Clinical research

On the life sciences side, Agentforce for Health includes skills for candidate matching, site selection, and complaints, quality, and safety. Candidate auto-matching draws on structured and unstructured data such as diagnosis codes, medication details, and demographics.

Site selection tools generate feasibility questionnaires, support responses, and provide scoring and alerts to help sponsors shortlist trial sites and investigators. For complaints, quality, and safety, Salesforce is working with ComplianceQuest to automate adverse event triage and identify recurring risks across trial sites.

Protas, which runs studies using a platform built on Salesforce Life Sciences Cloud, pointed to AI use in trial delivery. "Using our Cantata platform, built on Salesforce Life Sciences Cloud, we are transforming the way studies are designed and delivered, including the world's largest pivotal phase III for chronic kidney disease (CKD) study. In partnership with Salesforce, we are committed to the continuous advancement of clinical research with the meaningful use of innovative AI," said Stefan Blixen-Finecke, CIO at Protas.

Platform and partners

Agentforce for Health uses Salesforce Data Cloud and the Atlas Reasoning Engine, according to Salesforce. The company said the product can pull information from sources including an organisation's website, knowledge repositories, electronic health records such as athenahealth, and approved scientific publications.

The launch comes as software vendors increasingly embed autonomous and assistive agents into healthcare workflows. These systems have drawn scrutiny over data access, auditability, and compliance in regulated settings.

"Only the deeply unified Salesforce Platform brings together apps, data, healthcare-specific workflows, and agentic AI - all wrapped in trust and compliance. Backed by over two decades of industry expertise, Salesforce helps healthcare organizations of all sizes reduce the burden on humans by allowing them to collaborate seamlessly with digital colleagues to deliver healthier businesses and outcomes, together," said Amit Khanna, Senior Vice President and General Manager, Salesforce Health.

Agentforce for Health is available through Health Cloud and Life Sciences Cloud editions with the Salesforce Foundations add-on and an Agentforce SKU. Additional integrations and skills are scheduled to roll out through 2025.