Healthcare That Moves at the Speed of Life | Health Keynote, Dreamforce 2025

Please welcome Senior vice president, Healthcare salesforce, Lizanne Keough.

Wow.

What a welcome. What a welcome. I'm Liz Ann and welcome to the health keynote. We're so excited to have you here with us. Are you having a great dream force so far? Yeah. Awesome. Ready for the concert. Metallica. Benson.

Who? Oh.

Oh.

Okay. We'll see. Let me start with a huge thank you to all of you that are in the room and those that are streaming online. We have the privilege of spending about the next 45 minutes or so to talk about all of the innovation happening in health. And I'd be remiss if I didn't personally thank each and every one of you for helping drive this industry forward. It's so important to all of us. We know life is moving faster than ever in this room today. We're here as business professionals, but we also have something in common. We're all consumers of health and we're all patients. And every one of us has a personal story yet. We're in a crisis, folks. Health care is being left behind. Do you know that 1/3 1 out of every 3 patients has missed or postponed a medical appointment in the past year? Whether it's for scheduling availability, financial reasons, or just the sheer busyness of life. I know I've done it myself. It's really tough and we have to do better. And the health care system isn't really making it easier for us. And there's just more to do than there is human capacity. We have an aging population out there. With increased demand. Payers can't keep up with the sheer volume of claims that are coming in. Providers aren't getting paid in a timely manner for the care that they're giving to their patients. And yet there are massive labor shortages. We all feel that. But what if we were to rethink this capacity? If the sky were the limit, what would this look like in the world of AI? Well, that's what we're here to talk about today with Agent Force 360 for health bringing the full power of the Salesforce platform. You heard Mark hopefully speak yesterday at the keynote. I thought it was a wonderful keynote about becoming an agentic enterprise. Well, that's what you're going to hear today about health. And just think, now with Agent Force in the flow of work, you can scale always on personalized support. We're going to have better patient experiences and better member outcomes and we can expedite public health services. And I am so honored today that we have two incredible health organizations with us that we'll be interviewing in a few minutes. CVS Health and UChicago Medicine. It's going to be great. This is AI like any other. It's different than other AIs, it's conversational, it's nuanced, it's in natural language, which is so important in healthcare. We know there's always going to be a human in the loop. But think about a world now where you're a patient. You can get automatically connected to a provider and schedule your appointment based on your availability. Providers with a click of a button can easily summarize a patient visit. No matter where the source of data comes from, payers can do real time coverage and eligibility verification for a procedure that will certainly cut down on the claims. And if there's a public health breakout, we can get ahead of that with automated disease surveillance. For the past two decades or so, even more so, we've been a trusted partner in health care across the globe. Trust is our number one priority and we are committed to providing industry specific innovation. We know how important your data is in a highly regulated industry and your data will be safe with us. With compliance by Design and over 40 certifications, including HIPAA. Know that your data is safe. And finally, from the beginning of time, giving has been near and dear to our heart. If you haven't heard of our 1, 1, 1 model, it's where we give 1% of our equity, 1% of our time and 1% of our product to the communities we serve. And I'm really proud as a leader that I've worked with several of you in this room today. It's a privilege that we're going to partner with UChicago of Medicine on their urban health initiative which actually helps members in the Southside community that are underserved get access to critical resources and care. And for every dollar that is donated this week, Salesforce is going to match that. So pull out your phones people. Pull out your phones. I'm going to wait. Please scan that QR code, anything that you can do. We have time here coming up. I'm working for you. UChicago. Please take a picture of this or a scan. And also if you want to do something within your local community, please reach out to your account team. Because business truly is the greatest platform for change. I'd like to introduce Amit Khanna, my friend and senior vice president GM of Healthcare.

Thank you.

You got this.

Thank you, Liz Ann. While healthcare generates 30% of the world's data, we fail to comprehend it. Every day tremendous amount of information is generated Enough to power an AI revolution. But most of it is inaccessible. It's a tragedy of riches. The data is crippled because we cannot access it. And the reason for it is three key. Legacy systems that inhibit interoperability, large EHRs that block access. And most of this data is unstructured, making it difficult to access and harness in the flow of work. We've all, for many years, especially last decade, spent all our time in building scale systems, large data lakes and warehouses to make sure that this data is harmonized. But it is still inaccessible. We need to move from storage to to activation. And our strategy is to make sure you activate this data right in the flow of work. For example, with our health APIs we deliver industry standard interoperability so that systems can talk to each other. For example, a claim system can call Health Cloud to get those approved rates for that provider for that ICD code from their contracts. Or with Mulesoft or Health APIs you can call your backend systems like EHRs to help patient book an appointment or answer questions about their last visit. And finally, with Data360 for help, you can connect to those external data lakes and warehouses via Zero Copy to answer those complex questions about out of pocket expense or explanation of benefits without moving your data. Our unified platform for healthcare brings the entire healthcare ecosystem together so that our customers can deliver those critical applications without relying on point systems and legacy tools on the same platform. We are building deep healthcare applications for you all. For example, for payers we bring utilization management, care management, contact center and provider network management on this same platform. This is not about integration, it's about delivering value on day zero. We have looked at AgentForce, but we also feel that your technology investments that you have done today should give you a distinct advantage over competition. How do you do that? With our open API first and metadata driven platform, it is optimized for AI today. AgentForce is your new digital capacity. These are pre built industry specific AI agents that can do complex tasks in that flow of work. Giving back time to your teams to do what they do best, care for patients. AgentForce is not about replacing your teams, it's about amplifying their work. What sets Salesforce apart is not just we have the best of the best products, we think so, but also the power of the ecosystem that we bring together. Our healthcare organizations are telling us that it's not just the technology alone that is beneficial. They also need a system that is built to integrate with other systems and diverse technologies at the same time. Our open platform and our commitment to interoperability provides those tools to our customers to connect those data sources securely and bring that information into this platform. But we are moving very fast, especially with AI and with our Marketplace Exchange. You can access our Agent Exchange and and App Exchange to bring those applications and agents that help you move further along. But we also feel to make healthcare better at lower price and better outcomes, we as an industry need to make sure our technology vendors deliver on the promise of interoperability. One company alone cannot make health better. We need an entire ecosystem to make health better. So we asked you what are your disconnected data sources? Where do you face administrative burden? And you told us many things and we listened to few of them. So you will see few of them, not many because we have not enough time to do it. But we listened and we figured out that their biggest challenges are about these collaboration between payer and provider. So today I'm excited to announce net new innovations in AgentForce Health to bring the spare and provider collaboration faster and better. Right now your teams can do in real time benefits eligibility and prior authorization, reducing the time to provide care and improving those efficiencies. Not only that, home health agencies can use our pre call summaries and service recommendations to reduce the time from referral to care. All those administrative inefficiencies are things of the past. But we don't stop here. If you look at spring 26, we also bring that inefficiency or efficiencies both sides from a clinical to our workflow. That manual data entry is a thing of past because we offer pre fill assessments and voice assessments. And not only that, those connectivity challenges you had in the field, they're gone because we will deliver you offline mobile assessments. But all this is talk in PowerPoint. Let's look this technology in action. So please welcome Evie Torres, our product leader for AgentForce Health.

No clicker.

No clicker. Thanks Amit. How many of you have spent hours on the phone with an insurance company or a provider trying to get a simple approval for a procedure or free treatment? Yep. That frustration we've all felt during that process is a direct result of disconnected systems and manual workflows that are leading our clinicians to burnout and are compromising patient care. So today Justin and I are going to show you how we're flipping that script with our open, connected and unified platform. Let's follow the journey of Charles, a 65 year old patient who lives alone in a rural community and needs to undergo knee surgery. The first hurdle for Charles will be to get his surgery approved by his health plan, which is typically done through phone calls and those faxes we all love. Thankfully, Charles health plan uses agent Force Health which is aligned to the CMS burden reduction regulations and that allows Charles surgeon to instantly verify his coverage, check if a prior authorization is needed or any documents that are required, provide clinical indications and even submit the request directly within the ehr. Like athenahealth right in the flow of work and with our powerful automation rules, Charles surgery can be approved instantly. A process that today takes days can now be done in seconds. But what if Charles case is a bit more complex and requires a manual review? With our unified platform review teams are able to instantly identify and resolve duplicate requests that may be coming in we preventing any potential fraud or human error. They can also submit an electronic task back to the surgeon's EHR requesting any files to be submitted. And being able to review all the details of a case in order to verify for medical necessity can be a tedious process of sifting through various systems. But with agent Force, the um nurse can can get a summary of of Charles's past claims and be able to approve that surgery instantly. So with the surgery now approved, Charles surgeon gets notified immediately and it's now time to proactively plan for his recovery. Salesforce identifies that he's at high risk for readmission and triggers a referral to the care management team. The care manager, though like many are overloaded with cases and typically can only reach out to the patients that have the highest risk. But thanks to our partnership with ellipsis, health care managers are now able to not only able to elevate their efforts, but also automate patient outreach and assessment completion with the voice agents. The voice agent will reach out to Charles, identify, verify his identity, complete the assessments and also pull data from EHRs if that's needed. So let's watch this in action. Hello?

Hi, this is Sage, your virtual care coordinator. I'm calling about your upcoming knee surgery. I see in your chart that you manage diabetes. Have you been taking your medication and metformin consistently? Option 1 Yes, I have. Option 2 no, I have not.

What medication is that?

Metformin is a large white oval shaped pill. It was prescribed by Dr. Durga on September 19. It's used to keep your blood sugar in a healthy range. Great. Which is important for a successful recovery.

Yes, I'm taking that medication.

Thank you. Do you have someone who can assist you with getting to your physiotherapy appointments during recovery? Option 1 Yes, I do. Option 2 no, I don't.

I don't but I would love to have physiotherapy at home if that's possible.

Thank you. I'll make a note of this and share it with your care team so they can arrange for a successful recovery.

Oh, thank you.

Have a wonderful day. Goodbye.

The information that was gathered on the call is automatically documented in Agent Force Health, but our care team isn't done just yet. Salesforce automatically suggests additional assessments for Charles and with Agent Force there to help it recommend likely responses, pulling data from Charles profile, previous assessments or any EHR data. This frees up our care managers to create an impactful care plan for Charles, including in home services to prevent any unnecessary hospitalizations. On the home health side, a referral is now received and the coordinator uses AgentForce to generate a summary of Charles's information before calling him to discuss his needs. And now after the call, they leverage voice to text capabilities to extract critical information and Agent Force to recommend in home services that his plan may cover. We are transforming a complex and manual process by reducing errors and speeding time to care and meanwhile, the home caregiver is on his way to visit. Charles for the first at home visit pulls up his mobile app and because the app is designed to work offline, he can confidently log assessments knowing that all information will be synced as soon as he's back online. From the moment that Charles surgeon submitted the request to his successful recovery at home, our unified platform transformed Charles Journey. And this isn't a future vision, this is a reality. Today you can take administrative chaos and have seamless collaboration to ensure every member in the Care Journey has the right information at the right time, wherever they are. And this is how you can deliver healthcare at the speed of life. So now let's hear from one of our trailblazers to tell their own story. Let's watch this video.

Imagine a healthcare system where every individual has the support they need to achieve better health. This is the vision of CVS health. We serve 185 million customers and members every year through our integrated healthcare benefits, pharmacy services, healthcare delivery, and pharmacy and consumer wellness lines of business. As both incumbents and disruptors in the healthcare industry, we are uniquely positioned to transform healthcare in the United States by engaging consumers in the channels they choose, providing accessible and affordable care that prioritizes the unique needs of each individual, ensuring that every patient is valued and understood. Aetna's CarePaths program uses data to anticipate member needs in response to health events and diagnoses, curating a single digital collection of high value resources relevant to their specific condition, including applicable programs and benefits, Care team educational materials, prescriptions and authorizations, claims, and more. Caremark's Health Savings Advisor program proactively reaches out to members with clear lists of available cost savings opportunities. Caremark also offers members digital tools for them to explore options to lower costs for their prescriptions in the current and upcoming plan year. These connected digital experiences help members take advantage of their benefits and make more informed decisions, along with their health care providers on their path to better health. Join us in our mission to transform health care for everyone and build a world of health around every consumer. Together, we are redefining health care.

All right.

Great video. One of our trailblazers. Let me welcome up Nathan and Paul. Give him a round of applause.

Woo.

Excited to have you here.

Thank you. Thank you.

Thank you.

Liking the outfits. You agreed on something. That was good. We had a little issue yesterday. It's all great. You look very nice.

I always have an outfit issue for some reason.

What? No chair?

No chair.

I'm sorry.

There's a rock if you'd like to sit on that.

Oh, that's okay.

All right, well, look, that was a great video. Tell me a little bit more, Nathan, about CVS and how you're starting to transform health.

Yeah, no, thank you. I really appreciate the opportunity to share our CVS story with you today. I didn't realize we were going to be standing between all this, this big group and Metallica. So, yeah, special. Thank you for that. Yeah, no, it's great. You may know us for our 9,000 local CVS pharmacies, but as you saw in the video, we do so much more. We actually serve 185 million customers across America through our Aetna Caremark, CVS pharmacy and healthcare delivery organization. We process 4 billion claims annually, take 100 million calls, and we have over 200 million unique digital visitors every year. And we have 15,000 nurses that help our members get care every single day.

Wow. How do you view this? Like the agentic world? Like, what are you starting to do to transform your company?

Well, we believe that AI is the leapfrog moment for health care. We're going to spend $20 billion over the next 10 years delivering those personalized experiences and connecting members directly to those nurses that we talked about. We're using AI today in our Smart Compare product, which actually connects a member who's trying to find the right provider with a high quality physician in their neighborhood that speaks their language and is accepting new patients. Nothing's more frustrating than finding a doctor you like and not being able to get in there for six months.

Totally agree.

Yeah, I'll add a few things. I mean one of the things we want to do is in everything that we do, we have got this system thinking. What we try to do is use technology in simplifying the engagement with any constituent we are working with, whether it is members, clients, providers, which is hospitals and the doctors, as well as the employees and colleagues who are partnering with partners like you serving the customers. I'll give one example where we are seeing a lot of benefits. Our care management product where we have about 15,000 nurses who are serving tens and thousands of members who have got this complex medical conditions. They have to reach out to them because are using agentic AI in. You talked about interoperability. We are scanning all of the systems, bringing up the information and we pre prepare these nurses for helping these patients. And this is basically we have all the information about the member before even the first call. And then these as well as administrative like note taking is being done and it reduces close to 90 minutes.

Wow.

One hour.

Amazing.

Think about the kind of improvement that we can do.

Unbelievable. Yep, great examples. So how do you streamline member experiences and the supporting operations?

Yeah, I mean going along with the same example, one of the things he talked about was 185 million members. That's about half of the US population. 57 of that 185 have at least two services, whether it's Aetna, Caremark, Caremark Pharmacy or one of those. So we have rolled out integrated service margin and what that is. Our first goal is when a member calls us or engages with us. No hold and one call, no transfer. So when a member calls us, we have the agent agents supporting the call center agent pull up all the information necessary so that we can have interaction. The call center agent will have interaction with the members serving their questions like drug prices, member benefits, all of that information in a more meaningful, less jargon way. And then we are rolling the same thing out to the other digital channels like our mobile, our webpage. The idea here is we want to engage with the member whenever, wherever and however they want to engage with us.

I've seen it in action. I use cvs. I love cvs. It's great. Anything you want to add there, Nathan?

Yeah. No. What I'd say is in the digital experience, we're doing the same thing. You know, as an example, if you're a member or patient that's recently diagnosed as a diabetic, probably scared, probably nervous, it's a complex system to navigate. And so in our digital channels and Aetna Health, we just relaunched a new app and a new program that you saw called Care Pass. So for a number of different conditions, we're providing a personalized experience. We're using AI to generate educational materials, nutrition information, helping them find the right provider and then enhancing the human touch. We're not replacing humans. We're trying to make healthcare easier for everyone.

Yeah. Such an important point. 10 seconds. What are you most proud of?

Two things. I will use one of my managers or leaders who had actually coined it, they said the future AI professionals who use AI will replace professionals who do not. So we are creating this environment where everybody in our technology organization as well as the business teams are able to leverage that tool so that they can actually make a difference and change it. Actually, we walk around with our own group of hecklers. We have got all the CVS team here. All the things we are talking about is done by them.

Amazing.

I got two things. Number one, I walked in the other day and. And I saw the engineering team at Salesforce and literally they were hugging me and taking selfies. I have a wonderful experience with Salesforce. I do think that the teams work together well and they are delivering all the stuff that you saw today. So special thanks to everybody. And then my second comment is we wanna continue what we started here at cvs. I saw the keynotes with Mark the other day. Five amazing companies, five great stories. None of them were healthcare, Not a single one. So this is our moment. AI is that leapfrog capability for us as a group. And we want to be on the main stage next year.

I love it.

Awesome. Thank you both Paul and Nathan, Wonderful. Amit, come on up, please.

Thank you.

Thank you. Almost every healthcare leader we talk to faces similar challenges. Most of the resources are going towards helping the sickest patient population. A moral imperative, an important thing to do. We need to provide care to those who need it now. But what about others? What about people who are going in their lives and do not have time to think about their health? We are doing a disservice to them. We are only focused on current risk. We are not bending the cost curve. We need to think differently about them. What about people like me who four years ago were identified to be at high risk of gout? And my provider, an insurance company, never educated and never talked to me about it. And for last two Dreamforce, every Dreamforce, I have a gout flare up. It seems these keynotes are very stressful, but we can change it. All we need to do is prevent that rising risk while we manage the existing risk. And how do we do that? What if you have the extra capacity to reach out to each and every member of your population proactively to discuss about their health? Agent Tech AI is not just about efficiency. It's also about bringing tools to help you expand healthcare's coverage ability to give those convenient care options when needed. AgentForce has that promise to deliver on that expanded capacity. HealthCloud builds on that AgentForce topics and roles to deliver healthcare specific Personas and workflows. HealthCloud takes those agentic actions and builds healthcare specific actions like patient summary, ehr, patient registration and real time benefits verification to help your teams become faster and smarter at day zero. That's one part of agentic workforce. But what if we make this agent force combined with industry specific AI and data models. That's where the power is. That's when we bend the cost curve. That's when we bring tools to give access to care when patients and where they need it. Let's take a simple routine example which is high volume and happens most of the time. We all have faced it. Our patient calls in health agent to book an appointment. AgentForce is smart enough to figure out the topic pulls up that guided plan for the topic to book an appointment. And not only in that guided plan that it has booked up for that conversation. That guided plan tells the agent what it can do and what it cannot do. One thing that it can do is through HealthCloud's prebuilt API. Call that API and EHR to find the open slots for that provider. And AgentForce answers that question for the patient in a personalized way, books an appointment and also identifies and helps them with the next steps. But what is most critical is if that patient asks for medical advice or complex appointments. Agent Force has guardrails to escalate it to the human expert. This is how we make sure that we deliver care around the guardrails that we want. But also give time back to your care teams to make me less stressful during Dreamforce. But also these humans that we give time back can do higher order work that we talked about. Let's look at what these agents are doing for us. If we look at it where we are bringing the biggest gaps that we need to to reduce that burnout that the work that our teams are doing but still not able to help. Today I'm excited to launch net new capabilities in Agent Force Health to reduce that burnout. For example, we can do that appointment scheduling, we can do ehr, but we are also doing what we call as provider matching for patients. The the scenario I talked about. But our partnership with Athena Health, we are transforming the contact center, we are helping the patient summaries, we are helping you book appointments and much more. That civil chair movement is a thing of the past and also for our public health agencies. We optimize and improve the efficiencies in disease definition but also with our disease surveillance topics and actions. We help them with disease classification, extracting the content from the lab report and for that lab report results that we get. At the forefront of this transformation is one of our leading customers, Nebraska Health. Nebraska is transforming the patient experience with AgentForce. They have empowered their contact center teams with pre built agents from Health Cloud. About patient summary, the patients are getting the care they need faster. Nebraska Edison is seeing their call handle times go down dramatically and the experience of their patients and employees going up. That's what we need, more satisfaction with employees and less holding times to get that care. To see all of this in action, let me welcome Leah Bertis, our solution leader for AgentForce Health. You okay? Great, thanks. Good.

Now. All right. Awesome. The stairs are tricky, but we got the microphone. We've just seen how the sheer volume of work has made it impossible to engage the majority of our population, forcing us to engage in ways that are disconnected and frustrating. But Jordan and I are here to show you today how with AI agents, we're changing that reality. We'll continue the journey of Charles and see how our connected platform can transform his experience from one person's care to the health of an entire population. Charles just moved to the city. He doesn't have an established provider and he's developed a rash like so many of us. He goes to McConaughell's website and he's bracing for the search for a phone number and a long wait on hold. But McConaughth has Agent Force. The agent helps Charles identify a nearby clinic that accepts his insurance and even provides helpful information on directions and parking. The agent can look up the earliest appointment for Charles because of real time connectivity and offers to book it for him. But Charles doesn't want to wait. He asks the agent if it can just write him a prescription without an appointment. But because of our guardrails, Agent Force immediately recognizes this as a request for medical advice and transfers him to a human representative. Moving to our contact center side, the representative has a unified patient view thanks to Data360 and AgentForce instantly gets her up to Speed. With a summary of Charles previous interaction, she leverages an infinitus AI agent to verify Charles's benefits, coverage and insurance. This streamlines the verification process and ensures no surprise bills for the patient and reimbursement for Makana. And with our partnership with athenahealth, she can even register Charles as a new patient. Taking a complex process that took minutes down to seconds. All right. She offers Charles an appointment with her Real time visibility and gets him booked. The appointment's in two days, so she adds him to the wait list, making sure that he'll be automatically notified based on his communication preference when an earlier slot becomes available. Thanks to our seamless integration with athenahealth, the appointments flow instantly into Makana's ehr, giving care teams real time visibility, reducing administrative errors, and ensuring no patient falls through the cracks. Charles has developed a fever and with measles suspected, his doctor orders a lab test that comes back positive, prompting notification to local and state health departments. Let's see how Salesforce transforms public health response through automation, AI and real time collaboration. Now, traditional disease surveillance relies on slow manual data collection that can make it difficult to identify outbreaks. But Salesforce enables our public intake manager to process unstructured data and automatically transforms the lab report into a new case. With just a few clicks and with pre built Agent force actions, she can query the data, resolve duplicates, and classify cases as confirmed, suspected or probable. All of this is done within our agent force window. Charles positive lab test makes his case confirmed. Switching to our epidemiologist. She needs to understand if this is an isolated case or a potential outbreak. And she needs to query that data that sits in agent force and tableau. She uses natural language, simply asking, show me a breakdown of all measles cases this month by age. The system generates the report and allows her to visualize this outbreak in real time. Something that used to take minutes. She uses slack to collaborate with her team in real time and discuss what they're seeing within the outbreak. And based on the data, the team launches an immunization campaign targeting specific segments of at risk populations. All of this that we've seen happened in minutes instead of days, enabling this health agency to act faster. What we've just seen is the incredible power of Agent Force 360 for health. From Charles first interaction with an AI agent to helping a public health team prevent a broader outbreak, what we've seen is our connected platform transforming a historically siloed process into a single cohesive journey, moving from one person's health to the Health of an entire community. Now I would love to welcome to the stage one of our incredible trailblazers, University of Chicago Medicine. Let's watch a short film.

Nothing gets more personal than your own health. We're the ultimate human industry to make the patient experience a lot easier, a lot better. That's something that UChicago medicine is really committed to doing. There's a lot of things that are broken with the health care system and yet it's something that 100% of us need.

The population of the US in the year 2000 was 280 million. Today it's over 340 million. If we're not able to create more access, there are going to be Americans who are suffering.

To solve this core issue of accessing health care, we need an agentic platform. There is no other way to do it.

And that's why we turned to Salesforce.

With AI and agent force, the technology.

Is now going to allow us to.

Transform to be those patient centric organizations.

We'Ve all dreamed of.

The patient is at the center of everything we do.

That's why we're here.

That's where HealthCloud comes into play. Our access center is now able to see a 360 view of the patient.

They're the first interaction and giving them.

More information makes the care more seamless.

Getting patients to the right doctor at the right time and making sure that we are following up with every one of our patients. Salesforce is really helping us be much more proactive in preventative care.

That's the real power of what data cloud does. We're able to create segments and personalize journeys so that we're sending relevant messages.

The mammogram campaign has been a huge success for us. Us bringing together data cloud and marketing cloud to understand the population that we're targeting.

It's aligning our strategy and our marketing. Those results are fantastic. We saw 185% increase in number of appointments.

We're serving that many more people now. That's the future that we're building with Data Cloud and AgentForce sitting on top of that.

Agent Force is really going to change.

Our interactions with our patients.

So you can connect 247 with the university of Chicago. Even if it's getting in first thing in the morning to see a doctor.

Serving that in one easy place that is predictive and helpful so that we can service the patient as quickly and efficiently as possible.

That partnership with a healthcare system is a sacred one. They're entrusting us with their lives and their health with Agent Force. We can deliver the kind of personalized care every one of us expects. This is by far the most exciting time in healthcare.

Please welcome Angie and Tyler up to the stage from UChicago Medicine. Wow, what a great film.

Not gonna trip.

Good to see you both.

Thanks for having us here.

Absolutely. What an incredible video and we love how you are transforming health. It's unbelievable. Andy, I'll start with you. What's like the step with agentforce for like the patient? Like, what does the first piece look like at UChicago medicine?

Well, first of all, thanks for having us here and thanks for making my face look so big. I'm really self conscious now. There is a lot that I need to fix. Speaking of fixing, there's also a lot that's happening with providers and with hospital systems. Patients for the most part already know who they want to see when they come to our website or when they come to your websites. And we make it so difficult in today's world to get that content, find that information that they need. And with AgentForce, what we can do now is just with a simple prompt or just chatting with a bot or with voice AI, we could serve that content immediately and be able to skip all the hoops that we put our patients through in today's world.

Yeah, that's awesome. What do you see after that though? I mean, there's so much more you can do.

Yeah, I mean, we're really looking to transform access and the patient experience overall. And reducing that friction and creating that seamless and easy process for patients is really what is foundational. And AgentForce allows us to work from an omnichannel experience. So allowing our patients to reach us whenever they want to and for us to be able to respond to their needs. We see a future really of patients being able to message us to find the right provider at the right time at the right location. And also for our providers who are sending in referrals to automate and track that so no patient falls through the crack. And then also so our providers who are making those referrals get feedback on what the status of that referral is.

Oh, that's amazing. Anything else you want to add?

Any?

Yeah. And so once the appointment is booked, the journey doesn't stop there. That is just one portion of the patient journey. And as we all know, it's a very long process to find care and see the doctor and see the nurse, after visit, summaries, after visit, engagement, prescription refills. It is a long journey and what we intend on doing is using AgentForce to really automate and also personalize the experience of the entire journey, which really transforms the way that healthcare is done. And we are really excited about how we're building this with Salesforce. And this is only just the beginning for us.

Yeah. Do you see this helping with employees, too? Just with the burnout and all of that? Now that you're looking to automate some.

Of these tasks, for sure. I mean, burnout and the pressures on our workforce are real and they are there. And what we're doing here is really redesigning the work that they do and supporting the work that they do. So in phase one, we've identified seven use cases that represent about 50% of our 3 million annual calls per year. Things like confirming appointments, simple scheduling directions to the office, and so being able to provide that to the patient at the time that they need it is really incredible. But also it helps with our team members to be able to move that redundant work off of their plates and allow them to really focus on that complex scheduling or complex coordination or connecting with a patient who really needs our help at that time. It also is going to help us expand greatly our ability to respond to our patients 24. 7. We will now be able to be open 24. 7 for our patients whenever they need it so they can reach out to us in the way that they want, day or night.

That's incredible. Small but meaningful. Right? I mean, it really does make a difference. Quickly. Where do you see the future of this headed? I mean, I really consider you trailblazing the way to an agentiq enterprise. What do you see? What's next?

Yeah, I mean, I see us knowing what the patient needs before maybe the patient knows it and being able to serve that up to the patient and have the patient respond in a way and in a time that is convenient for them, because doing that is going to improve outcomes for all of us.

Love it, Andy.

Yeah. I see also a similar future, and that's. And it's coming soon. You know, like Nathan said just earlier, this is a way for us to leapfrog the way that healthcare works today. And I mean, from a personal standpoint, I have a goal of never letting my daughter get a voicemail from a hospital because we all get voicemails from our doctor's office. And if we are able to build this system using AI and create this experience of changing how healthcare is actually done in this country. And as a marketing guy, it's weird for me to say this because I don't cure anything, but to be able to have a small part in the way that we engage in healthcare is an amazing, amazing opportunity for all of us, especially in this room, to take advantage of so. So we're gonna be the first to do it, but hopefully learn from our mistakes and also from our partnership with Salesforce that we're so grateful for. And also thank you for the donation to our UHI which has contributed over $700 million back to the community since 24. And we're just really grateful for this opportunity. So thank you.

Incredible, incredible work all around. Thank you both. Thank you so much.

All right.

Let's give another round of applause for UChicago and CVS Health. Great job, incredible work. I hope you learned today how we're looking at the future of health care. There's a lot to do, but I know we are all committed to making this better. And with that, I don't know if that's up there. Sorry, I can't say that we have to go back. 1. Sorry. A few tips. Data and metadata that is the key to unlocking everything and especially agent force. 2. Identify high value use cases, lower risk. You can start small, test it out and grow from there. Security and governance are key. You have to make sure you have a strategy. Interoperability is super important in health care. Make sure that you find a future proof partner to do that. And five humans plus digital labor is truly going to help us transform health. A few more items. Let's continue this together. If anyone been to agent poor city, it's really quite amazing. Go visit UChicago Medicine. You can walk right through and get the whole experience. There are some great survival kits attend. There's over 40 health sessions. I hope you've been able to see that. We have so many great customer stories out there and if you can't get to everything, please go on our website. There's a lot of content there as well. And with that it's a wrap. Thank you. Enjoy the concert tonight. We really appreciate it. Take care.