Maxicare Healthcare has started using Agentforce in Salesforce Service Cloud to improve the handling of dental care Letter of Authorization (LOA) requests for its members and partner clinics.
With a network of more than 720 dental clinics, Maxicare said the new system will automate LOA requests, allowing clinics to interact with an AI agent for self-service and receive notifications once authorizations are issued.
The process aims to reduce manual work and speed up patient care delivery, the two companies said in a statement.
Beyond LOA automation, Agentforce also updates member profiles with new requests, helping contact center agents monitor customer interactions. More complex cases are escalated to human agents for review.
“We aim to streamline operations and empower partner clinics for more efficient member care,” said Fiona Victoria, Maxicare’s chief operating officer.
Salesforce Philippines country manager Abraham Cuevas said the deployment of Agentforce combines automation with human support to enhance service delivery and reduce operational burdens.
