Maxicare Healthcare Corporation, a Philippine-based health maintenance organisation (HMO), has introduced a game-changing innovation in dental care. By deploying Salesforce's Agentforce in Service Cloud, Maxicare has revolutionised the dental LOA processes for its members and partner clinics. Agentforce, a cutting-edge AI-powered solution, not only automates dental LOA requests but also offers accuracy and speed. It enables partner clinics to self-serve by interacting with an AI agent to request LOAs, and automatically notifies them after generating an authorisation.
"We are constantly seeking innovative ways to deliver on our mission of providing peace of mind through quality healthcare to our members," said Fiona Victoria, chief operating officer, Maxicare. "As the first Philippine-based HMO to adopt Agentforce, we aim to streamline operations, empowering partner clinics for efficient member care. This is a significant step to differentiate our service and remain Filipinos' preferred healthcare partner."
Delivering superior customer service
With Agentforce in Service Cloud, Maxicare can now offer a more personalised and streamlined customer service experience, putting its members at the forefront of our operations.
Moreover, the solution efficiently updates customer profiles with new requests, ensuring that Maxicare's contact centre agents are always equipped with the most up-to-date patient information to optimise their tasks. Agentforce also automatically escalates complex cases to a human agent for review, ensuring issues get resolved.
"The healthcare industry is undergoing a massive transformation, and companies like Maxicare are at the forefront of this change," said Abraham Cuevas, regional vice president and country manager, Philippines, Salesforce. "By deploying Agentforce, Maxicare is not just automating processes; they are augmenting their human teams. This powerful combination of human expertise and AI-powered agents will help Maxicare deliver a more efficient and personalised experience for their members and reduce operational costs, improve service delivery, and ultimately, build stronger relationships with their customers."
