Salesforce, an AI CRM provider, said Maxicare Healthcare Corp., one of the Philippines’ leading health maintenance organizations (HMO), has adopted Agentforce in Service Cloud to improve its dental care services.
The initiative focuses on automating the dental Letter of Authorization (LOA) process, reducing manual work for both Maxicare and its partner clinics. With over 720 dental clinics in its network, Maxicare clinics can now use an AI agent to request LOAs and receive automatic notifications once the authorization is approved. This aims to speed up delivery of patient care.
“We are constantly seeking innovative ways to deliver on our mission of providing peace of mind through quality healthcare to our members,” said Fiona Victoria, chief operating officer of Maxicare. “As the first Philippine-based HMO to adopt Agentforce, we aim to streamline operations, empowering partner clinics for efficient member care. This is a significant step to differentiate our service and remain Filipinos’ preferred healthcare partner.”
Maxicare is using Salesforce Agentforce to personalize customer service and simplify case management. The system updates customer profiles with new requests, allowing contact center agents to focus on more complex cases. Agentforce also escalates specific cases directly to human agents for review.
“The healthcare industry is undergoing a massive transformation, and companies like Maxicare are at the forefront of this change,” said Abraham Cuevas, regional vice president and country manager, Philippines, Salesforce. “By deploying Agentforce, Maxicare is not just automating processes; they are augmenting their human teams. This powerful combination of human expertise and AI-powered agents will help Maxicare deliver a more efficient and personalized experience for their members and reduce operational costs, improve service delivery, and ultimately, build stronger relationships with their customers.”