Bumrungrad International Hospital and the Industrial Estate Authority of Thailand (IEAT) have selected Salesforce's agentic AI-powered solutions to enhance operational efficiency and customer satisfaction, helping advance their journeys towards becoming agentic enterprises.
"By embarking on their journey to become Agentic Enterprises, Bumrungrad and IEAT are showcasing how agentic AI can be operationalised across workflows in different industries to drive business value," said Paul Carvouni, senior vice president and general manager, Salesforce ASEAN.
Smart hospital to an agentic hospital
Salesforce's Customer Relationship Management platform (Customer 360) helps Bumrungrad's contact centre automate personalised engagements and create an integrated omnichannel experience for patients. Meanwhile, MuleSoft and Tableau provide actionable insights into patient relationships.
Moreover, Agentforce will enable the hospital's contact centre to deliver AI-powered authentication and patient matching across hospital systems, handle high-volume queries, and automatically summarise and classify cases for escalation.
"With Agentforce, we're taking a step into the future where every administrative touchpoint — from appointment and admission, to billing — can be handled by an AI agent," said James McLeary, chief information officer and chief information security officer, Bumrungrad International Hospital.
Powering IEAT's Core Service Layer
IEAT plans to deploy Agentforce as part of its customer engagement strategy by enhancing its AI Core Service layer, which will function as a virtual intelligent assistant. It will enable real-time responses to investors' needs. It combines comprehensive investor insights, AI-driven recommendations, and automated service workflows to deliver personalised incentives and services at scale.
Agentforce will also consolidate customer data into a centralised platform to reduce the maintenance burden of different systems and enable faster responses to investors.
Sumet Tangprasert, governor of IEAT, said: "Our commitment is to build a seamless service ecosystem that ensures every investment in Thailand's industrial estates is supported by international standards, speed, and transparency, driving sustainable growth for the Thai economy."
