Salesforce launches CRM AI and data innovations for healthcare operations

In the US, Salesforce has announced the launch of new AI and data innovations for CRM, to “help make healthcare operations more efficient and personalized”, with innovations including a conversational AI assistant capable of triggering workflows to send referrals, book appointments, manage care plans, and more.

The Einstein Copilot, powered by Salesforce’s Einstein 1 Platform, utilises organisation’s data to capture and summarise patient details, update patient information, and automate manual processes.

Armit Khanna, SVP and GM for health, explains that the new data, AI, and CRM features “help reduce the administrative and operational burden for healthcare providers and care teams, leading to better outcomes for their patients.” Armit added that Salesforce’s “trusted AI” could help organisations who are “excited about generative AI but nervous about clinical and security concerns” to “confidently use these innovations in their everyday workflows”.

As well as Einstein’s data capabilities, Assessment Generation allows healthcare organisations to digitise health assessments and automatically upload information into the Salesforce Health Cloud. Source PDFs can be turned into “actionable digital fields”, and generative AI automates the coding of assessment questions, “helping to reduce the time it takes to complete this task from days to minutes”.

Other functionality offered by the Salesforce platform includes the ability to bring in data from multiples sources such as EHRs and claim systems, and the opportunity to surface insights “in plain language” using generative AI, supporting team decision-making around things like length of stay and care plan adherence.

To learn more about the new functionality, please click here.

In related news on AI, the Windreich Department of Artificial Intelligence and Human Health at the Icahn School of Medicine, Mount Sinai, has been awarded $1.95 million to create a new fellowship program. The funding will support “an inaugural cohort” of five fellows for a three-year fellowship under The Eric and Wendy Schmidt AI in Human Health Fellowship Program.

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