What You Should Know:

  • Today, Salesforce announced AI and data innovations for CRM to help make healthcare operations more efficient and personalized.
  • First is Einstein Copilot: Health Actions, a conversational AI assistant that will deliver trusted AI responses grounded with your healthcare organization’s own trusted and private data, as well as Assessment Generation and Data Cloud for Health, which allow care teams to help automate and streamline clinical summaries, deliver more personalized communication, and help compile tailored patient assessments faster, all from a single platform.

Transforming Healthcare Efficiency: Salesforce’s AI-Powered Innovations in Action

These latest advancements leverage Salesforce’s Einstein 1 Platform, empowering organizations to securely utilize their data for enhanced patient experiences and increased employee efficiency.

The significance lies in the fact that approximately a quarter of healthcare spending in the U.S. is squandered on administrative expenses, amounting to potential savings of up to $320 billion for healthcare institutions, as stated by McKinsey and Co. Recent data from Forrester indicates that AI holds promise as a solution, with 82% of healthcare data leaders acknowledging it as a primary focus area for driving operational streamlining.

From the patient’s viewpoint, there is a notable openness towards AI innovation. A recent survey conducted by Salesforce revealed that over half of U.S. adults are comfortable with AI deployment across non-clinical applications, such as appointment scheduling and cost estimation. This presents an opportunity for healthcare entities to employ AI for administrative and operational tasks, thus enabling providers to dedicate more time to patient care.

In practical terms, Salesforce is enhancing the efficiency of care teams, service agents, and system administrators through features designed to automate manual tasks. These include addressing inquiries regarding benefits coverage and deductibles, identifying at-risk populations for targeted outreach and care, and digitizing assessments to streamline and enhance the patient experience.

• Einstein Copilot: Health Actions utilizes conversational AI to initiate workflows such as referrals, appointment scheduling, and care plan revisions. Qualified healthcare professionals can utilize natural language prompts to gather and summarize patient or partner details from various sources, update patient information effortlessly, and automate outreach efforts.

• Assessment Generation enables healthcare organizations to digitize standardized health assessments and seamlessly integrate the data into Salesforce Health Cloud. This facilitates the tracking of patient progress and identifying any significant changes or improvements.

• Data Cloud for Health and MuleSoft Direct for Health Cloud allow healthcare organizations to consolidate data from disparate sources into a unified healthcare data model, enabling personalized interactions. Additionally, Salesforce’s Vector Database aids in managing both structured and unstructured data, enhancing the quality of generative AI output.

• Tableau Pulse for Health empowers healthcare organizations to leverage generative AI to extract insights in layman’s terms, facilitating informed decision-making by clinicians and care managers. Supported by the Einstein Trust Layer, Tableau Pulse ensures the security and reliability of data in healthcare settings.

“These new data, AI, and CRM features help reduce the administrative and operational burden for healthcare providers and care teams, leading to better outcomes for their patients. And with Salesforce’s trusted AI, healthcare organizations excited about generative AI — but nervous about clinical and security concerns — can confidently use these innovations in their everyday workflows.” – Amit Khanna, SVP & GM for Health.

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