UCLA Health built a 24/7 AI chatbot trained on 4,000 pages of their content to answer patient questions and book appointments. It handled over 60,000 interactions in multiple languages, deflected thousands of calls, and generated roughly $800 in revenue per patient.
It is one of the most challenging times in healthcare.
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 with these patients.
The goal is getting that right patient 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 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.
Over 5,000 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 Data 360 capabilities.
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.
