Customer Service Automation
City of Hope needed to let prospective patients begin intake after hours and on weekends without adding staff or taking patient-access representatives away from phone support. Existing chat in some markets depended on daytime call-center availability, while patient access teams needed to avoid repeatedly collecting information patients had already provided.
Reported impact
Agentforce lets patients begin the intake process outside staffed hours, reduces reliance on manual chat interactions and helps representatives continue the conversation with information patients have already shared. Salesforce's reported results include 43% of Agentforce-scheduled appointments occurring outside business hours and 3.5% of total appointments being initiated through Agentforce in a four-week period.
City of Hope added an Agentforce chat intake experience to its existing Salesforce-supported patient intake process. The agent collects preliminary demographic and registration information and gives patients instructions for tasks such as uploading an insurance card, allowing them to begin when they are available rather than waiting for staffed phone or chat hours. Patient responses are saved as records in the Salesforce environment, and a conversation summary gives patient access representatives context for the next step. Marketing Cloud uses appointment creation or new patient information in Salesforce to trigger automated journeys, welcome kits and follow-up communications; Tableau supports operational analysis. Staff refine prompts and language, and cases needing additional help are routed to the contact center or followed up by representatives. The source describes this intake and handoff flow, but not the underlying AI model or data-storage implementation.
Patients provide preliminary demographic and registration information in an Agentforce chat and receive insurance-card upload instructions; their responses are saved as records in City of Hope's Salesforce environment, with a conversation summary available to patient access representatives. Appointments or new patient information in Salesforce trigger Marketing Cloud journeys, and Tableau is used to analyze operations. Interactions needing additional support are handed to the contact center or patient access team.
3.5% of total appointments initiated through Agentforce in a 4-week period.
43% of Agentforce-scheduled appointments are outside business hours.
Patient responses are saved as records and a conversation summary gives representatives a clear view of what the patient has already input.
When appointments are created or patient information enters Salesforce, it triggers relevant patient communications in Marketing Cloud.
Review how this reference was scored and trace each normalized claim back to its documented source.
Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
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