Reconnecting Humans to Health | Health Keynote, Dreamforce 2026

Health is the most important thing for any human being or any living creature, and it's a sacred responsibility that people put in you. I became a physician because I knew how powerful it would be to be able to save somebody's life, improve somebody's life, and the ripple effect that that could have on their families.

I truly became a nurse because I wanted to make an impact.

I wanted to be able to show love and kindness and help people regardless of the situation that they're facing.

I think originally when I started in healthcare, it was the curiosity of how do these things work and how does this miracle happen every day?

But ultimately it's the patient story that is the power of What had me choose not just medicine, but emergency medicine was—

is the idea that in the worst day of your life, somebody like me can be there to help you through it.

It was Christmas, probably her last Christmas, and she wrote me a card, and I have several from her.

One of the lines just— but she said, I would relive my entire disease Only so you could be my doctor.

Now what a blessing that is.

I wouldn't trade what I do for anything in the world because it's the biggest privilege to be there when people need it the most.

When you see firsthand how you've improved and changed somebody's life for the better, it's just such an indescribable feeling.

You can see that light in the patient's eye go off that they've made it past 3 something difficult, and that is what makes it worth it.

A lot of people will say that you go into nursing to make a difference.

It's more than about making a difference.

It truly is about the human connection.

Please welcome Executive Vice President, Healthcare Salesforce, Liz Ann Keough.

What do we all think of that video? It gets me every time.

Woo!

Right? What a powerful reminder, though, of why we're all here. Everyone in that video talked about the human connection. They didn't talk about the queue or the portal or the paperwork. They talked about the human. It's my pleasure to welcome you to the 2026 Health Keynote And before we get started— oh my gosh, MinuteHealth's there. Before we get started, I just want to recognize the incredible dedication of this community. So if I saw you this morning at the Provider Summit or the Blue Summit, for all of you in this room and everyone online, thank you for the commitment you bring every single day. All right, so let's get started. I think we can all agree that the systems that we built for health have really become an obstacle. There are rising costs, razor-thin margins, fragmented data everywhere, and just a lot of bureaucratic red tape. And on top of that, there's a human consequence. Clinicians are burnt out, and they're leaving the profession. Patients are delaying the care they desperately need, And members feel more like a number rather than a person with a story and a family. And that's just the reality of all of it. But what's changing is how we address it. So how do, how do we do this? In the past, every problem would have a new system on your tech stack. So that meant new workflows, new logins, new things to learn. And the human was the glue keeping all of this together, reconciling the data, doing more paperwork. Just out of sheer effort, they would push things through. But with agentic AI, that all changes. Now you can have agents doing all of the routine tasks so that the human can work on the judgment, care, and connections that matter most. This is the agentic health enterprise. Where we go from outputs to outcomes. Care gaps being closed, hours back to teams, prior authorizations in minutes, results that really matter. And so let's think about this in practice. I see Jeff in the audience. Imagine you're going to your primary care provider. And now an agent is quietly listening. To the conversation, taking notes, updating the chart and records, all before the practitioner leaves the room. Or a member calls in with a recently denied claim. The agent verifies your identity, looks up the reason why the claim was denied, and files an appeal right there. This is what happens when we connect humans to health and give the time back. And this is not new to Salesforce. We've been supporting the healthcare community for over 27 years, and our customers continue to prove the value. MinuteHealth, CVS, Humana, TCC. And I'm thrilled that today we have UCLA Health, Highmark, and SelectHealth. And they're not just experimenting. They're deploying actual agents and seeing the value. So it's not about the perfect prompt or what model they're using. It's about the foundation that they built with Salesforce. And that's what we're going to talk about this morning. So, Kevin, why don't you come on up?

Thank you, Liz Ann.

Let's go.

All right, let's give it up for Liz Ann.

That was amazing.

All right, over the last few, few years, right, it's been really interesting how discussions have shifted around AI. So I can remember, you know, a few years back sitting and talking to some of our healthcare customers, and they were talking to me about, we're gonna build all our own AI models. Last year, the focus was around, we're gonna vibe code everything. And this year, the focus is really steeped around ROI. And so we're gonna talk today a little bit about where organ— organizations are struggling to find that ROI. So if you haven't noticed, um, from the conference and everything else, AI has exploded. I can guarantee you pretty much everyone in this audience is either experimenting or feeling the pressure to move fast with AI. And I can guarantee you most of you are either using standalone or large language models. And look, I, I get it. They're accessible, they're quick and easy to spin up, and they're really good at simple tasks. But one thing I also think that all of us know in this audience is that healthcare is anything but simple. It demands more than just generic AI. When you're talking about things like patient safety, HIPAA compliance, complex care, this is where AI falls short. Healthcare needs more than just another model. It needs a shared platform built to meet the complexity of health. And to meet that complexity, there's 3 things that every organization needs to know. And I'm going to quiz you. So if I see you in the hallways after this, you better pay attention. You better know these 3 things. I mean, even you, Jeff, right? I'm going to ask you. So those things are trust, context, and action. We're going to cover all 3 of these as we go through the keynote today. But I'm going to focus today on trust because frankly, trust is the foundation on which everything is built in healthcare. And without trust, nothing else matters. In today's world, trust is the one thing that you can't shortcut. Any one of us can spin up an agent in an hour. Building the agent, that's super easy. That's the easy part. But ensuring that agent can operate across your healthcare ecosystem responsibly, that's the hard part. And what it takes is trust. Trust requires things like deterministic controls, observability across your platform, compliance, regulatory, HIPAA, all those things together. What you need is an infrastructure built on Governance. And this is precisely what Salesforce has spent 27 years building for healthcare. Every time an agent acts, compliance is built in. Things like encryption, audit trails, HIPAA compliance, out of the box. And then the behavior controls, those are just as scripted. So there are defined rules. If every agent action is scoped, for what an agent can and cannot do and when they need to bring a human in. And this, my friends, this is reliability by design. This is how you reach a trusted outcome every time. Decades of platform governance behind every single agent action. And here's the key unlock. When you're able to build this trust in your organization, it gives you something extremely important. That is confidence, confidence to drive agents, to build agents, to deploy agents across every strategic priority in your organization. Things like access to care, growth strategy, care orchestration, your experience of your workforce. But enough of me talking. Let's see how one of the leading healthcare companies in the US is putting this to action.

It is one of the most challenging times We serve every type of patient from the most basic needs to the most complex type of care.

When they come to UCLA, they expect the best care, but we are a very busy health system.

Technology is changing by the day.

We present to the market like a very complex healthcare system. People know that it's great care, but how do you get in?

We have to find technologies that give us the ability to meet the needs and the demands of our patients.

Salesforce was the right partner to help us along this journey.

Salesforce is helping us to build that customer 360 view.

We unified our front office and marketing functions all under one instance of Salesforce.

AgentForce Health gave them a single view of how we're interacting The goal is getting that right patient to the right physician at the right time and making that process as seamless as possible.

If you call our UCLA Health lines right now, you might be on hold for 17 minutes. So the ability to meet patients where they are and give them another avenue to talk to us is really important. We've launched a patient-facing agent Force agent that is dynamic. It's powered by a large language model, and it's grounded on 4,000 pages of UCLA Health content. Agent Force dynamically services physicians who have availability to see them sooner. For the first time, we were able to hear our patients' voices in an unfiltered manner.

And that helped my marketing content team know what content we need to keep building out. We've had We've had over 60,000 interactions. What was incredible is we can see how many of these interactions are helping to deflect calls from the call center.

We've gotten chats in so many languages from around the world.

The fact that we can now serve patients and customers in multiple languages and at all hours makes a really big difference. Salesforce is integral to anything growth-related.

Patients came to our agent to ask a general health question. Our agent guided the patient to the right resources on the UCLA Health website, and based on that, they actually decided to come seek care. It's about $800 of revenue per patient. All of these agents and AI solutions are powered through data. Data360 allowed us to have a secure platform to land our data. I could not have turned this agent around so quickly if I didn't have those Data360 Patient care has always been our product.

We're on that journey to become an agentic enterprise, and I'm most excited about how Salesforce can really help us perfect that experience every patient, every time.

Amazing. Thank you. We are so lucky to have Mike Burke and Pallavi Mainampati from UCLA Health. Thank you so much for joining us. That video was amazing, and thank you for all the work that you're doing for patient access.

Thanks for having us.

All right, so for those of you who don't know, UCLA Health operates in one of the most competitive markets in the US. So I was just hoping that each of you could take us back to before you deployed this agent and, and back when you were kind of in the planning stages. So what was the driving factor before taking on patient access with Salesforce?

So I think you all saw the video at the beginning. You heard what Liz Ann had to say. Everything we do is trying to improve the patient experience. And in this case, it was how do we surface as much information to the patient as possible? But in a lot of cases, you know, it can be hard to navigate our websites. You might not want to make that call during our call center hours. So how can we make sure that— That information is available at the patient's fingertips. So this was our first deployment of Agentforce, and we wanted to figure out, you know, is this the right way to use it? And enter Pollivy.

So once Mike came to us with this wonderful use case and challenged us to make it happen, it was lucky and fortunate we'd already started to build a team that could work with these technologies. We have data engineers, machine learning engineers, and incredible data analysts. in-house, but at the same time, we'd never really worked with agent force before, and we knew that there were 2 things we wanted to focus on. One was moving quickly. We wanted to capitalize on this technology, and not just because of Mike's persistence, but because we wanted to do something important for others. And then number 2, we wanted to move safely, right? For us, always patient care is so important. We want to make sure we're doing this thoughtfully. putting the right guardrails in place. That's really how our journey started. We started learning the Agent Forest capabilities and technologies. We were able to stand up an agent that we could then co-design with Mike and his team, and that's really the agent that everyone can see on our website today.

That's amazing. So I'm going to brag on you a little bit now. So the last time we talked a week or so ago, I think you were at about 75,000 agent interactions, a 4.6 out of 5 rating. I think that's pretty good. I'll take that. I'd ride with that Uber driver, right? That's pretty safe, right? And I think a really great statistic here is that 40% of those agent interactions have led to faster care. So could you just talk to us a little bit about how leveraging this technology has transformed your organization, your patient access, and even what you've learned from it?

Yeah, absolutely. First of all, it's— I don't want to say it's blown my expectations But it's done a lot for us. And you mentioned the 40% has led to faster care, but I like to think that probably almost 100% has really gotten patients the answers they were looking for or provided some information. And what's really impressive, and I know I mentioned this, but we're learning constantly from the agent because it's constant data and inputs directly from our patients. So what should we be building next? What do we want this agent to do next? What content do they need delivered? Because we don't have all of the content in the world, so we need to keep, keep developing that and pushing that out there for them to learn from. And at the end of the day, healthcare's scary. People are concerned when they get a diagnosis, they're concerned when they injure themselves, and not everyone wants to interact with the healthcare system. But turning this on 24/7, 365 gives them that opportunity to kind of dip their toe in the water. ask a question, and then the agent does surface that information and also surfaces, you know, maybe there's an opportunity to schedule with a provider. There might be an opportunity to experience a clinical trial that we have. There's a lot more information and next best actions for them to take.

Yeah, I'll just echo what Mike said, that we're now able to capture these interactions in Data360. And that's really powerful for us. We're using that information to change our operations. reflecting that in the now patient instructions that we're able to pass on to patients. And then last but not least, we have an agentic platform now. We're continuing to refine and improve our existing agent. We're really excited to start working on new agentic use cases.

Amazing. And so I don't know about— I think I'm going to speak for the audience here. I want to see this thing. So Pallavi, you want to show it to us? Mike, thank you. But you can have a seat. All right. All right, Pallavi, what are we looking at here?

Sure. So this is our UCLA Health website. It has over 4,000 pages of content that we provide to our patients, including patient resources and general health information. And at the bottom there, you can see our wonderful Agentforce agent.

All right, let's see an example.

Yeah, so we've seen 70,000 times patients have clicked into this. I'll be a patient, and I'll tell you a story that I went for a run. It was my first run in 15 years. I hated it. And now my foot hurts. So I'm going to go ahead and say my foot hurts. And what the agent does is then combs through all of our content on our UCLA Health website and finds information that's relevant. What we've also done is we've made a concerted effort to make sure that every time we're providing content to our patients, it's cited. And so you can always reference that vetted content. So, let's say I review this content and decide I do want to see a specialist based on the recommendation. So, I'll look to see a podiatrist.

Just really quick while that's coming up, Pallavi, could you just explain to us a little bit on how it decides which providers to surface up? There's a ton of providers at UCLA Health, right?

Yeah, absolutely. So, this is where we really had to use not just a large language model, but deterministic output, which is very native to Salesforce functionality. So, we marry this with Apex classes so we can refine the search abilities of our agent. We prioritize providers who have the ability— availability to see patients, really addressing those issues of access. So those are ones that you see here now. We're also making it a dynamic search, so you could search for things like LGBTQ status, gender. Finally, you can see there's a request appointment link there. Patients can click that if they're new patients to directly request a form. Our next iteration of this agent will link to MyChart, and we're hoping returning patients can use that to schedule directly as well.

That's incredible. I'm really looking forward to seeing that. That deserves a round of applause, I think, right? Yeah, I agree. Well, so, so just to shift gears a little bit, I can imagine I see some faces in here that look a little nervous to deploy a patient-facing agent. So I was just hoping that maybe you could spend a little bit of time explaining kind of how you leverage the platform to get comfortable with deploying a patient-facing agent at UCLA Health.

Yeah, Kevin, we had a healthy amount of trepidation before starting this use case. And so what we did was we wanted to manage that. We, of course, went through all of our governance structures. And then we realized the best way to do it was to just test this 6 ways to Sunday. And that's really what we started doing. So we engaged over 20 people from marketing, some of our physicians to help us figure out what patients might ask of this agent. And then we started to iteratively refine, test that agent. And then that's really the test bank that we've created is what you can see here. It's a subset of that testing. We use that even today. daily and weekly to make sure our agent is performing as it should with an LLM-as-a-judge technology. And that's really part of our broader monitoring strategy. We do use a lot of the out-of-the-box Agent4 screens. We look at the quality. If there's a dip in score, we're going in and trying to figure out what's happening as well. And finally, you can see the quality of data we're getting. We're able to see for the first time what patients do want to come to UCLA Health for, what are questions they have about billing. So we continue to utilize these insights to refine our content, to do outreach to our clinics on what we should be doing next with them.

Amazing. And I think the thing that amazes me the most is that, you know, you moved fast, but you moved with intent. And it's very— we can really see that here. So just before we wrap up, I just want to see if you had any parting thoughts for folks who want to go on a journey similar to this.

Yeah, I think you said it very well, Kevin. We come to conferences like this, and we always feel constantly behind on the technology that we're using. We go back home, we're stressed. We should be doing more. But we're in healthcare, and we also know we have to do it thoughtfully, carefully. So while we're doing this balance, I just— my parting thought is we're in the right position in the right industry to use this technology for good. And I think that's really the exciting piece. And that's what drives us at UCLA Health is we're using these capabilities, these technologies. We're doing it thoughtfully. And ultimately, we're trying to help our patients and our staff. And we have the ability to do so with some of this technology.

Amazing. Well, thank you so much, Michael. Thank you so much, Pallavi. We really appreciate it. And I'm going to hand it over to Jen Simpson.

Thanks, Kevin. Thanks, Mike and Pallavi. We just got a front row seat into how UCLA Health is connecting patients to care with an AI-powered digital front door. That's pretty incredible. Now think about When your doctor says, I'm referring you to a specialist. Too often, that's where the health journey breaks down between the manual follow-up, those phone queues, the phone calls. The burden falls on your staff and ultimately on the patient, and many of those referrals never actually get completed. That's why we're so excited to announce new innovation in Health Cloud. Helping your teams reduce friction throughout the care journey. We have agentic referral triage and intake where your agents can manage referrals the moment they come in around the clock. And with HIPAA-ready voice, your patients and your members can call in and get answers and help that they need right on the spot with compliant voice agents. All of this and so much more new product innovation is available today in Health Cloud, so your teams can get their hands on them this week. To give you a little peek into where we're going in the roadmap, we have Health Operations and AI Force for Health helping your teams take the work out to any live interface. Let's go ahead and see a live product demonstration. Justin, Michelle, our amazing SEs, let's do it. Okay. We open in our specialist office, and this is the referral command center, your single data-driven view into referral performance. You can see things like referral conversion rate, you can spot leakage, and you can take action. Now, our referral coordinator, she opens her queue. And instead of sorting through a scattered pile of referrals, which is so often the case, her work is prioritized automatically. That's because Agentforce can take every referral and it can score it by urgency, capacity, acuity. Let's take a look at that urgent referral for Elaine Torres. It's an unstructured fax. Yikes. A common healthcare bottleneck. But see how Document AI for Health can scan the file and extract the data directly into the record. No more manual entry going line by line. Okay, so the referral is in, but you can see it's missing key clinical information to actually move this forward. Rather than chasing down medical records, which takes hours, even days, this coordinator has the assistance of Agentforce. Agentforce can use TEFCA, can connect into the secure health data network to find that missing information, in this case, that medical history, and can pull it directly into the record in the same flow of work. Then we can go ahead and verify that patient's eligibility and insurance with our Infinitus integration, and we can move this referral forward without leaving Salesforce. Helping cut down processing time and getting this patient into care faster. So this patient, Elaine, she needs to go ahead and schedule that consult. She receives a message, and she prefers to call in. So this routine call is perfect for Agentforce Voice. Let's go ahead and try it out. Normally, we would go through identity confirmation, but we're going to skip to the scheduling action.

Thanks for verifying your date of birth. I see you're looking to schedule an orthopedic consultation.

Any preferences while I check openings?

Friday mornings work best. We have Friday at 10 AM with Dr. Janet Jones.

Should I book this appointment? Yes, great.

Your appointment is booked, and I've sent your pre-visit instructions.

Amazing. Thank you, Agentforce Voice. Now, I want to point out what's so powerful about this. Not only was this patient able to call in on her terms and get help and take action, but Agentforce is connected to the relevant context to understand why this individual might be calling in. And because Agentforce is integrated into your CRM workflows, it can take action 24/7. So we move on with our story. That hip replacement surgery went well, and the patient has transitioned into home care. Now, there's no reliable cell service in this area, but the caregiver uses the Salesforce Offline app, so it's no problem. And before she walks in, she uses a podcast-style briefing to get up to speed on the patient and the visit, so she walks in prepared. Let's listen.

This is your pre-visit briefing for Elaine Torres, a 71-year-old woman who recently had a hip replacement. She has a history of hypertension and struggles to attend.

Now, as they talk, ambient listening captures that clinical assessment in real time. It's picking up on keywords and key phrases so that the caregiver can focus on her patient And not on the system. Now, as they wrap, Agentforce fills out a post-visit summary, quickly generates that in a nice organized format so the caregiver doesn't have to spend precious time at night documenting. Now, as we've heard throughout the week, Salesforce is built to extend into other systems like Slack or even Microsoft Teams. So if this caregiver needs to swap a shift, Her supervisor can make that adjustment instantly without logging in to another application. That's the power of AI Force, and we're going to continue to hear more about it. Now, what we've just seen throughout this demo is how AI agents are going to work for you in healthcare throughout the care journey, from referrals to scheduling and even care, helping your teams put the focus back on the patient. Now with that, I'm so pleased to welcome my dear friend Haley Weissman.

Thanks, Jen. Give it up for Jen. Thank you to our amazing SEs. Oh, look at this room. All right. Thanks, Jen. Well, as we all know that patients' care, their care doesn't stop with their visit. Next, they have to work with their health plan on the phone. At home. And in healthcare, we treat these individuals like complete strangers, a patient in the visit and a member at home. And this divide, it leaves our people to navigate healthcare's complexities all on their own. They chase down referrals, manage their prescriptions, and dissect deductibles Repeating their stories over and over again, all while waiting on hold. And we've all been there, right? It's isolating, it's frustrating, and for our most vulnerable populations, it can be really scary. So why does this keep happening? Well, when we look under the hood in healthcare, our systems are sprawled. each with its own version of the truth. In fact, I bet many of you in this room have, I don't know, 3 or 4 different versions of the exact same person sitting in your IT footprint. And when our systems don't talk to each other, all of that data, every touchpoint, every encounter, every claim, it all becomes noise. So what's the solution? Well, the answer begins with context. Kevin showed you how trust makes agents safe to deploy. Context is what makes them relevant. Context gives you the data, the rules, the relationship, and the history to give you that complete picture. And at Salesforce, we bring 4 capabilities together to create that connected context. MuleSoft, Informatica, Data360, and Salesforce for Health. All of these come together to connect the data, unify it around the person, and give it clear meaning. That is what we mean when we say context. Moving from disconnected records to a trusted, meaningful understanding of the person, across care and coverage. So those people that we talked about before, the patient and the member, they're no longer strangers in the system. And now, thanks to AI Force, you can bring that connected context wherever your teams already work. You saw this in Jen's demo. The home health manager was able to work with Agent Force directly in Slack. They never had to leave the experiences they're already comfortable with. And Salesforce remains that control plane, providing that connected intelligence underneath. Build once, surface everywhere. But let's hear how Highmark Health is creating that connected context. Please welcome up Emily Iacola. Emily, thank you so much for being here. You know, you and I, we've, we've become fast friends, and I'm very excited to talk to you about data. But first, tell the folks a little bit about Highmark.

Sure.

Thank you, Hailey, and thank you for the broader Salesforce team for having me and the Highmark team. My name is Emily Iacolo. I'm the Vice President of Customer Data Insights and Guidance Product Management at Highmark. Highmark is the 3rd largest Blue Cross plan with approximately 8 million members across 6 states.

Okay. So we've been talking a lot about data, and I know that you all are on a major data transformation initiative. Take us back to the beginning. What was sort of the core problem or challenge that you all were facing?

You really summed it up nicely with your tee-in. We, like many of you in the room, the problem is never the lack of data.

Right.

But it is really about the absence of a single source of truth. And so we had teams across the organization that were getting different answers for things like member eligibility or member contact. And quite frankly, it creates a lot of frustration for our members when they get an irrelevant communication from us, and it frustrates our internal team when they can't deliver and improve on the member experience. So given this, we really knew that we needed to think about our data as a product instead of siloed assets.

Yeah, I really love this concept of data as a product. Tell us more about this philosophy and why you chose Salesforce as your partner.

Yeah, so it's pretty simple, right? Instead of thinking about reactive data delivery, we're shifting to proactive product management philosophies as with our data as an enterprise asset. And so we are really bringing this to life through something we're calling Person 360, where we are curating, governing, and packaging our data into reusable and consumable and most importantly, trusted assets. These intentional data products, right, will bring this holistic view of a member, and we are then putting them into our Salesforce platform through the capabilities made available to us in Data360 and our Informatica partnership in MDM to be able to bring that trusted data to our sales and marketing teams in the tools they're already using today.

Person 360, you know, someone should tell our marketing team about that concept.

See something kind of similar, right?

Yeah, exactly.

Okay, so what does, how are you thinking about measuring How are you measuring ROI on this? What does good look like once you have this all in place?

Yeah, I would sum up ROI and success for us into one word, empowerment. We're empowering our members to trust the outreach and the guidance that they receive from Highmark, and we are empowering our internal teams to more efficiently and effectively deliver a remarkable health experience. Given that Person 360 will be managed as these independent data products, We're able to bring them into different tools and applications and set that reliable foundation for self-service insights and analytics in tools like Tableau Next. Things for us that we are really looking for are our members feeling like Highmark knows them based on self-reported data, and then our internal teams having continued increased efficiency.

I love that.

So where do you go from here? How are you thinking about layering AI on top of this?

Of course, the million-dollar question.

Right.

I would say we are parallel pathing our agentic AI strategy and our data as a product strategy, because I think we all know that the AI agents are only as good as the data that's underneath them. And so part of what we are working on is thinking about pulling our information together. And I'm sorry about that. Pulling our information together and ensuring that it's a consistent foundation and having high fidelity and contextualized data products so that we can improve our ability to scale AI and have it be reliable. So thinking about ensuring that all of those pieces and parts are in place so that we can reduce agent sprawl and improve the member and patient and provider experience.

Yeah, really putting the member at the center. Thank you so much, Emily. We appreciate you being here. Everyone, give a hand to Emily. What I love about Highmark's story is very similar to UCLA. They're being really intentional in building out that connect— connected context and that strong data foundation. Okay, so what have we learned? Kevin said he was gonna quiz you, so I just wanna make sure everybody here gets an A. Trust makes agents safe to deploy. Context gives them meaning. And now the third, dare I say my favorite part, action. Because here's the thing, context alone is not enough. Context becomes valuable when it drives outcomes. A referral scheduled, a provider onboarded, A care gap closed. And at Salesforce, we turn that connected context into action through end-to-end orchestration, which I know can sound really intimidating. But don't worry, thanks to Salesforce for Health, you don't have to start from scratch. We give you the prebuilt agentic skills and purpose-built healthcare-specific workflows and applications. Designed based on 27 years of innovation and co-developed by many of you all sitting right in this room. Plus, we give you the open and interoperable platform that connects Salesforce to the technologies and partners you already rely on today. And building on all the great innovations that we've already talked about today, I am thrilled to announce New innovations from Health Cloud that are available right now. Omnichannel payer contact center with assistive subagents that expedite member service. Health engagement journeys so that nobody falls through the cracks. And voice-powered autofilled assessments thanks to our partnership with Ellipsis Sage. All of these are GA right now. And because, like we've been talking about, meaningful context requires rich data, I am thrilled to announce new data partnerships with HealthX, Verily, and hot off the presses, Innovaccer. But don't worry, we're not stopping there, right, Lizanne? No, we got to keep going. That's right. Coming in October, we bring you voice-activated payer contact center deeper, more autonomous member self-service, and care gap analytics. This is the agentic health enterprise, orchestrated end-to-end workflows built to move the health journey forward. But Ahmed, I, I feel like we should just let them see it. What do you think?

I think so.

Let's go.

I think it's that time of the day, everyone. How we all feeling? I know it's day 2, but I feel like we need to get some more excitement in here. Just keep clapping for me. There we go. There you go.

Love it.

You know, look, before I start, we see all of these presentations that happen throughout the week, but truly it's because of folks like these SEs and these architects that are out there. So I just wanna give them a huge round of applause. The work that they do is unbelievable. All right, so we're gonna kick off a journey with Elaine. Elaine recently just went through a hip replacement surgery, so definitely not one that we all would like to enjoy at all. Now, as a result of that, She's going through physical therapy. Now, fortunately for us, she has McKenna. McKenna is her health insurance company, and because of health engagement, we can do 2 things. One, we can proactively ensure that our patients are always one step ahead. We're always reaching out to them first. And second, all of those campaigns that we create as an organization are actually being tracked to make sure that we do all the right steps again for our patients. And all of this is done via Data Cloud, building and editing of segments across the board. Now, in this particular case, as you can see in front of you, individuals who are over the age of 50 are being a part of this specific segment. However, we want to make this even more detailed, even more context as well too. And just like Hailey said, with our Innovaccer partnership, we're able to add more deterministic data points into this to ensure we have that. So, why don't we go ahead and add in individuals that are also above the age of 50, but in particular, those who also are at home alone, so they could be potential fall risks. So, let's actually add this specific section into the campaign itself. Now, in campaigns, we've all done this before in the past, right? We create these campaigns, and it's all fantastic. So, in this case, it is, right? We have emails that go out, we have text messages that go out every 3 days as well too, But the true innate value of those campaigns are around how we track this. Now, in the past, this could have been in a black box. You have dashboards that you used before, you have spreadsheets that you've used before as well too, but no longer. Everything is directly in front of you in real time. Now think about that, in real time, in one system. We talked about it with UCLA Health as well too. It's an unbelievable amount of information directly at your fingertips. So, as we move over to Elaine's point of view, right, we've created this campaign now. She's a potential fall risk. We want to ensure that she actually enrolls. So, she's going to go ahead and pull up her email here and click the enroll in the program button. Now, just quick little poll here for everyone as well too. Who has ever gone through an enrollment process, you forget your health insurance card upstairs, you don't have that information right in front of you, and you just stop the enrollment process? It's tedious, right? I, I can guarantee you all of us have gone through that. Not anymore. Agentforce has all of that context directly in front of you, including your coverage plan, your insurance details. All of that rich data that we keep talking about today is directly in front of you. And now that we've identified that she would actually fit into this program, we're able to directly do that via Agentforce. So as you can see here, the fall risk assessments popped up, and just with one click of a button, One click, we are able to enroll Elaine directly. No other information is needed because we have all of that context. Now, as we pivot over to our care management side, we want to ensure now that we can track this correctly, right? We have all these different processes in place, and immediately we have all of those options for us right here. That assessment is completed, and we want to go directly to Elaine Torres. So, we're going to click on Elaine Torres, And see all of that information. Again, I keep talking about rich context, and Haley referred to it as well. Context is fantastic. We hear about this all the time. It's what you can do with that context ultimately. So you can see here, the alert is directly in front of you, and Agentforce is able to give you that member summary of all of Elaine's information. Now, in the past, you have to spend time just searching for Elaine. That is not needed anymore. Everything we need for Elaine's care is directly in front of us. But again, it's not just about having these summaries, it's what we do with these summaries. So Agentforce is actually able to create an actual dedicated plan and task directly onto this profile as well too. Now, in this case, because she went through a hip replacement surgery, let's make sure she does her exercises. We don't want her falling again. So we have one click of a button. I know I sound cheesy and I'm saying all these terms again, but truly one click of a button. She is able to add in all of that care plan directly. Now, as we zoom out, folks like Lizanne and other leaders here as well too need to understand that we need to see this whole holistic view at scale. So directly with Tableau, we're able to see all of our programs that are being run across our organization. So overall care gap closure rates, average time to close gaps, all directly in front of you within one system. All right. Now, we talk about quizzes quite a bit here, clearly, at Salesforce. Kevin's talked about it. Hayley's talked about it. So, Jeff, We're going to quiz you afterwards. Even you got to do this quiz. What have we gone through as a journey? 1, Elaine had surgery. 2, we created a segment. We then made sure that Elaine enrolled in that program itself. We then tracked that program and then made sure at scale, as leaders, we can all see what is taking place. Just think about that for a second. All of that happened in minutes. This doesn't take weeks. This doesn't take hours. This doesn't take months. This just happened in minutes. This truly is the agentic OS in healthcare. Now, with that, we've seen everything. So I think it's time now, Ryan, to come up on stage and actually hear more about SelectHealth. Come on up.

I appreciate it.

All right.

I appreciate that.

So, Ryan, obviously we've talked a whole bunch, but just for the crowd, if you could introduce yourself a little bit about SelectHealth, it would be amazing.

Yeah, absolutely. So I am the CIO for SelectHealth. We are part of Intermountain Health. So if you go to Utah, go skiing, you fall, get hurt, we're going to take care of you.

That's great. Unfortunately.

All right.

So we talk about obviously all the transformation that you've gone through. I believe it's like you had 8 systems that turned into 1. That's a massive amount of scale that took place when you first joined SelectHealth. Talk to us about it. Like what took place in that transformation and how did you get there?

Yeah, there's a— I'll actually adjust your statistic a little bit. We have transformed and replaced 9 core systems in the course of the last 5 years. And part of that experience was also part of our call center transformation. So I had the opportunity a couple of years ago to sit down and take some calls with some of our agents. And it was like 13 different windows, and they were searching for things. They were keeping notes on there, which they still do, even with the agent scrolling for them. They still take notes. I don't know why, but it's some habits. But we, with Salesforce, were able to actually transform that experience completely. They have single pane of glass. It's actually doing the call records for them. The call closure, you can see the statistic up there as far as the 64% reduction in completion time. That's been huge for us. So the cumulative total of all the other platforms that we changed, one of which also, and I'll throw my pitch in here for MuleSoft, we implemented MuleSoft several years ago. That allowed us to integrate about 35 systems into the call center.

Let's get some clapping for MuleSoft. Honestly, we don't talk about it enough.

Yeah. Love it.

All right, so we both come from implementation, so we know that it's not just a linear point to get from consolidating those 9 systems to 1. I'm sure we're all wondering this as well too. What were those road bumps that you saw across this entire process that you would love the folks in the crowd to know?

Patience, the lack thereof, mostly on my part. That was one of the biggest bumps. As the CIO, obviously I want things to move quickly, and we did have to work through some things. I think there's obviously the caregiver piece, The education, you know, obviously the executive team has to buy in. There's expenditure, and you know, as a payer, we are a non-for-profit. Select Health is a non-for-profit part of Intermountain as a non-for-profit health system. So making sure every dollar was spent wisely—that was a big deal for us. That's very important. So from an overall kind of speed bump perspective, it was recognizing oh wait, there's that data that's sitting in a system that has been hidden for several years that apparently nobody knew, but it's critical to what we're doing. And so we found those systems and. Those, that was one of the pieces that was big for us. And again, the integrations as it is.

Of course. Yeah. Look, I mean, I think we hear about AI constantly, so it's a massive spectrum ultimately of deterministic logic all the way through generative. Where do you feel that SelectHealth is really on that gauge? Because it can be both at the same time too.

Yeah, I, you know, it's interesting. We're kind of in that probabilistic space, but there, there has to be deterministic aspects to it. You can't run healthcare without it. It has to be very explicit. And that aspect of it is where we're focused, right? As we think about, you know, at the caregiver level, there's some things that can be probabilistic, you know, the minutiae tasks is the way I call it. But then there's, when we talk about care, when we talk about coverage, when we talk about that actual member experience, that has to be deterministic. It has to be very explicitly, you know, defined as is.

No, absolutely. So we have some CIOs in this room, and I'm sure they pretty much want to hear from you at this stage. One piece of advice, you've gone through a massive transformation. What would you tell everyone?

Yeah, if you'll bear with me for one second, I'm gonna go off script for a minute.

Please.

I've personally lost 2 siblings to cancer, and I got 5 extra years with my mother because of UCLA Health doing a lung transplant.

So thank you for that.

Now's the moment. It was said before, if there is fear of AI in healthcare, get rid of it and get rid of it now. My guide to CIOs and leaders and caregivers and people that, that work in healthcare, now is a transformational moment. Healthcare needs this now. You know, religious or wherever you might sit on the spectrum, serendipity or whatever, this is a moment that we have to adopt these capabilities because care is expensive, care is slow. You think about the experiences that have been described today. The last thing I want is people getting confused and concerned and having a bad experience. And we aren't adopting AI for call deflection. You know, we want— we are adopting AI to make the experience better. It's not about revgen. It's about care value. And that's where we're focused.

That's amazing. There's no— that's fantastic. Seriously. Now, I'm supposed to wrap it up now, but I have one more question for you. And I'm, as a millennial, it's very important for me that I know this answer. Usher, Gwen Stefani tonight, who are we more excited about? Because I mean, it's Usher.

Actually, it's Gwen Stefani.

I mean, there we go. Awesome. Well, thank you so much for your time, Ryan. We really appreciate everything. And with that, I'll pass it back to Liz Ann.

Oh, Ryan, how do I finish with this one? I mean, what an incredible story. Thank you so much. Let's bring it back to the beginning. That video, it's all about the human connection. We heard it right now. UCLA Health answering questions for patients in minutes. Highmark bridging the gap between the patient and the member. And SelectHealth closing care gaps at scale. This is the agentic enterprise built on trust, Powered by context and driven to action. And we can't afford to wait. You just heard that. And we're here to help you do that with our services team, our incredible partner community and programs. The journey starts today. And let me remind you, if you haven't been to the campground outside, please go see a demo. And there are so many health sessions, whether you're here or online, take advantage of it. Have a great concert, a great rest of Dreamforce, and thank you so much for your time today.

Thank you.