Elevating Patient Experiences with Agentforce, Headless 360 and AI

In this session, Shivam Kumar Yadav, Senior Software Engineer at Ksolves India Limited, addresses a challenge that healthcare organizations are increasingly prioritizing: how to deliver more connected, personalized, and responsive patient experiences across every channel, without compromising the security, governance, and human oversight that healthcare demands.

Most healthcare organizations today manage patient interactions across fragmented systems. Scheduling happens in one platform, coverage verification in another, and patient communication across a mix of web portals, phone lines, and messaging channels that rarely share data in real time. The result is an experience that feels disconnected to patients and operationally inefficient for the teams supporting them. The data exists, but it is not unified, and it is not being used to its full potential.

Salesforce Agentforce and Headless 360 offer a practical path forward. Together, they enable healthcare organizations to bring patient data into a unified view and extend AI-powered experiences across web, text, phone, and agent channels from a single, governed platform. This webinar explores what that looks like in practice. Shivam walks through how Agentforce can automate routine interactions including coverage checks, appointment scheduling, and common patient queries, how Headless 360 enables consistent AI experiences across every patient touchpoint, and how human-in-the-loop design keeps clinical staff involved in the moments that require it. The session also covers governance, security, compliance, and traceability considerations specific to healthcare, and presents a phased approach for organizations looking to pilot, launch, and scale AI-powered patient experiences responsibly.

If your organization is exploring AI-powered healthcare experiences, this session provides practical insights into improving patient journeys while maintaining the oversight and governance that the industry requires.

Key Takeaways

• How to create connected 360-degree patient experiences through unified data on Salesforce.
  
• Using Headless 360 to extend AI-powered interactions across web, text, phone, and agent channels.
  
• Automating coverage checks, appointment scheduling, and routine patient queries with Agentforce.
  
• Delivering faster and more personalized patient interactions without increasing operational overhead.
  
• Keeping humans in the loop for complex, sensitive, and clinical moments in the patient journey.
  
• Building trust through governance, security, compliance, and traceability in AI-powered healthcare.
  
• A phased approach to piloting, launching, and scaling AI-powered patient experiences responsibly.