Salesforce, the global leader in AI-powered CRM, announced on Tuesday that Maxicare Healthcare Corporation, the country’s top health maintenance organization (HMO), has implemented Agentforce in Service Cloud to automate and improve its dental Letter of Authorization (LOA) processes.
The rollout marks Maxicare as the first Philippine-based HMO to adopt Agentforce, reinforcing its commitment to delivering quality healthcare and simplifying operations for its network of over 720 partner dental clinics.
Through AI-powered automation, partner clinics can now request dental LOAs via a self-service agent and receive real-time notifications upon approval, significantly reducing manual workloads and accelerating patient care delivery.
Beyond LOA automation, Agentforce enhances Maxicare’s customer service capabilities by updating member profiles and managing cases more efficiently. Complex cases are automatically escalated to human agents, allowing contact center staff to focus on more nuanced requests.
“This is a significant step to differentiate our service and remain Filipinos’ preferred healthcare partner,” said Fiona Victoria, COO of Maxicare. “Agentforce empowers our clinics and improves the overall member experience.”
Salesforce Philippines country manager Abraham Cuevas added, “Maxicare is leading healthcare transformation by combining AI and human expertise, enabling greater efficiency and more personalized care.”
The integration is part of Maxicare’s broader digital strategy to innovate healthcare delivery and strengthen its leadership in the industry.
