SAN FRANCISCO– Salesforce has announced a new collaboration with UChicago Medicine to deploy its Agentforce for Health platform, a move aimed at transforming how the academic health system manages non-clinical patient support. The integration will allow UChicago Medicine to deliver 24/7, AI-assisted services such as prescription refills, appointment scheduling, and real-time logistical updates, improving both patient experience and operational efficiency.
Agentforce, Salesforce’s digital labor solution, will be embedded into UChicago Medicine’s non-clinical workflows to handle routine patient inquiries autonomously. The system will be paired with Salesforce’s Health Cloud platform, enabling intelligent, self-service responses to common questions and reducing the workload on support staff.
“As part of our broader efforts to enhance the patient experience and streamline access to information, we’re implementing new digital tools to support our teams and patients,” said Andrew Chang, Chief Marketing Officer at UChicago Medicine. “These tools are expected to help automate routine inquiries so that staff can focus on more complex needs that benefit from personalized attention.”
The AI-powered agents will assist with a range of patient requests — from locating nearby specialty care and confirming insurance details to offering parking directions and sending appointment reminders. The platform will also support web and phone chat, allowing patients to complete tasks like modifying appointments and refilling prescriptions without waiting for human assistance.
UChicago Medicine is also exploring additional applications of agentic AI to proactively guide patients throughout their care journey. For example, the platform could alert patients in real time if parking garages are full and suggest alternate locations, further easing the logistical challenges of attending in-person appointments.
“UChicago Medicine is setting a new standard for how healthcare providers can strategically leverage agentic AI to deliver tailored and effective care to its patients,” said Adam Evans, Executive Vice President and General Manager of Salesforce AI. “By deploying Agentforce for Health on Salesforce’s unified platform, they’re enabling staff to spend more time on meaningful patient engagement while improving health outcomes.”
The collaboration reflects a growing trend in healthcare: integrating AI-driven digital tools to enhance access, reduce wait times, and improve overall care delivery. UChicago Medicine’s adoption of Agentforce positions it among the early adopters redefining patient-centered care in the digital age.
