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What You Should Know:

–  Salesforce, the world’s #1 AI CRM, today announced that UChicago Medicine is implementing Agentforce for Health to enhance the patient experience. 

–   Agentforce, Salesforce’s digital labor platform, is being integrated into the academic health system’s non-clinical, operational workflows to provide patients with 24/7 access to tailored, self-service information and support.

UChicago Medicine Deploys Agentic AI to Streamline Patient Support and Boost Operational Efficiency

UChicago Medicine is enhancing patient experience and staff efficiency by integrating agentic, AI-powered tools—primarily through Salesforce’s Agentforce and Health Cloud. This digital transformation targets the growing volume of non-urgent patient queries, especially those received outside of traditional office hours.

Key updates include:

·       AI-Enabled Self-Service: Patients can now access real-time information on specialty care locations, parking, and directions via web chat and phone, reducing the burden on support staff.

·       Automation of Routine Tasks: Prescription refills, appointment scheduling and rescheduling, and insurance verification will be handled through intuitive AI chat interfaces.

·       Proactive Logistical Assistance: AI agents will provide dynamic support like notifying patients about full parking garages and redirecting them in real time.

·       Strategic Workforce Optimization: By automating high-frequency inquiries, staff are freed up to focus on complex and high-touch interactions that demand human expertise.

Andrew Chang, Chief Marketing Officer at UChicago Medicine, highlighted that this effort is part of a broader initiative to improve access to information and care continuity while maintaining a human-centered approach for complex medical needs.

This move not only reflects a commitment to digital innovation but also positions UChicago Medicine as a leader in leveraging AI for operational scalability and enhanced patient engagement.