问答：Salesforce推出 Agentforce以提升医疗保健自动化-动脉网

Q&A: Salesforce launches Agentforce to boost healthcare automation

MobiHealthNews 等信源发布 2025-02-28 23:36

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Amit Khanna, SVP and GM of Salesforce

Amit Khanna，Salesforce高级副总裁兼总经理

Photo courtesy of Salesforce

照片由Salesforce提供

Salesforce

announced the launch of Agentforce for Health, an AI-driven platform that automates tasks like appointment booking, benefits verification and clinical trial matching. The tech giant is also partnering with healthcare technology company

宣布推出面向健康领域的Agentforce，这是一个由人工智能驱动的平台，可自动完成预约挂号、福利验证和临床试验匹配等任务。这家科技巨头还与医疗技术公司展开合作。

Athenahealth

雅典娜健康

to streamline workflows, such as summarizing patient histories and processing prescription refills.

简化工作流程，例如总结患者病史和处理处方续药。

Amit Khanna, senior vice president and general manager of Salesforce, sat down with

Salesforce高级副总裁兼总经理阿米特·卡纳坐下来与...

MobiHealthNews

to discuss the making of Agentforce for Health and highlight what its partnership with Athenahealth will offer clinical teams.

讨论为健康创建Agentforce的过程，并强调其与Athenahealth的合作将为临床团队提供什么。

MobiHealthNews:

Can you tell me about Agentforce for Health?

你能告诉我关于Agentforce for Health的信息吗？

Amit Khanna:

阿米特·卡纳：

We are bringing a library of agents, as we call it Agentforce for Health agents, and it is a set of topics and actions that improve efficiencies in healthcare. So whether you look at access to care, appointment booking, benefits, or verifications, things that take time but ultimately do not give time for the provider or the care teams to be in front of the patient, but need to be done. .

我们正在引入一个代理库，我们称之为健康代理的Agentforce，它是一组主题和操作，可以提高医疗保健的效率。因此，无论您是查看就诊预约、福利还是验证，这些事情虽然耗时，但最终并没有给医疗服务提供者或护理团队留出面对患者的时间，然而却必须完成。

So, making sure we simplify and make those processes efficient through our Agentforce platform. So, bringing Agentforce for Health is the one big piece that we are doing, which includes this, plus life sciences auto-matching of patients to clinical trials and also in public health space with home health, where we see, if you look at areas outside U.S.

因此，确保我们通过Agentforce平台简化并提高这些流程的效率。推出Agentforce for Health是我们正在做的一个重要部分，它包括这一点，以及生命科学领域中患者的临床试验自动匹配，还有在公共卫生领域的家庭健康方面，特别是如果你看看美国以外的地区，我们看到了很多机会。

also in home health, they get funding from the government, and they need to find services, and this is a very manual process today. So, we are automating that with Agentforce..

同样在家庭健康领域，他们从政府获得资金，需要寻找服务，而这是一个目前非常手动的过程。因此，我们正在用Agentforce实现自动化。

MHN:

What are the partnerships Salesforce is announcing?

Salesforce 宣布了哪些合作伙伴关系？

Khanna:

卡纳：

We are announcing three main partnerships. One is with Athenahealth, which is a big EMR in the outpatient space. So, we will bring Athenahealth and Salesforce's Agentforce together in simple scenarios like patient visit summaries.

我们宣布了三个主要合作伙伴关系。一个是与Athenahealth的合作，这是一家在门诊领域非常重要的电子病历公司。因此，我们将把Athenahealth和Salesforce的Agentforce结合在一起，应用于患者就诊摘要等简单场景。

If you look at Athenahealth, there could be a big discharge summary and now with Agentforce, with one click, when the member calls, the patient calls to the call center, we can have a summary right in front of the agent without they doing swivel chair trying to find out what happened. It gives similarly missed appointments, care gaps, and everything we can connect to Athenahealth and brings it up front in the call center when you call your provider. .

如果你看看Athenahealth，可能会有一个很大的出院总结，现在有了Agentforce，只需点击一下，当会员打电话过来，患者打电话到呼叫中心时，我们就可以在客服代表面前立即生成一个摘要，而无需他们来回切换寻找发生了什么。它同样可以显示错过的预约、护理缺口，以及我们可以连接到Athenahealth的一切内容，并在你致电供应商时将其直接呈现在呼叫中心的前端。

So, it might be your calling for, 'Hey, can I do a prescription refill?' Today, you have to swivel a chair, but now, with Salesforce Agentforce, we can just on the Agentforce window, say, order a refill, and with our partnership with Athena, it will land in Athena as a pharmacy order. If Athena queue is a yes, it can be auto-approved, and it will land at their nearest pharmacy, which is preferred by the patient.

所以，这可能是你的工作职责之一，比如：“嘿，我可以帮忙重开处方吗？” 今天，你还得转动椅子去处理，但现在，通过Salesforce Agentforce，我们只需在Agentforce窗口中操作，比如说，下个重开处方的指令，再通过我们与Athena的合作关系，它就会作为药房订单直接进入Athena系统。如果Athena队列显示“是”，就可以自动批准，并且会发送到患者偏好的最近的药房。

So that's the level of integration we are doing with Athena..

这就是我们与雅典娜进行整合的水平。

MHN:

Salesforce works a lot in healthcare. How does Agentforce enhance its work in the sector?

Salesforce在医疗保健领域做了很多工作。Agentforce如何增强其在该领域的工作？

Khanna:

卡纳：

I would like to first give a difference of generic LLMs. So, as you know, the whole world is about hype with LLM, and AIs will solve the problems. So, yes, we do agree to that, but also AI should be in the flow of work, which is where we come into play. If you look at most of our health plans in the U.S., most of our providers in the U.S.

我想首先给出通用LLM的区别。所以，正如你所知，整个世界都对LLM充满狂热，人工智能将解决问题。是的，我们同意这一点，但人工智能也应融入工作流程，这就是我们的切入点。如果你看看美国的大多数健康计划，美国的大多数供应商。

run Salesforce, for example, in a call center. .

例如，在呼叫中心运行Salesforce。

Now, how can agents or AI help? That's where we are bringing these two things together--flow of work, understanding of the business process, which we know of as the workflows, and making sure your generative AI is trusted, is bound by the data that you know of and is not giving answers from the internet, basically. .

现在，代理或人工智能如何提供帮助呢？这就是我们将这两件事情结合在一起的地方——工作流程、对业务流程的理解，也就是我们所知的工作流，并确保你的生成式人工智能是可信的，受到你所知数据的约束，并且不会从互联网上给出答案，基本上是这样。

So, today, if you are, let's say, a health plan that serves members at risk, normally, what you will do is, once they're discharged from the hospital, you will call them and do an assessment. 'How is your health? How was your experience?' Med management, reconciling meds. Before you do that work, normally, these care managers have to get an insight into what happened.

因此，今天，假如你是一个为高风险成员服务的健康计划机构，通常情况下，患者出院后，你会给他们打电话进行评估：‘你的健康状况如何？体验如何？’ 医疗管理、药物核对。在进行这些工作之前，通常这些护理经理需要深入了解发生了什么。

Let's say, if it's me, what is my medical history? I was in the hospital. Am I living alone, or am I with family? So, they try to gather this information, which today takes approximately six minutes to prepare for that call. .

比如说，如果是我，我的病史是什么？我住院了。我是独自生活，还是和家人在一起？所以，他们试图收集这些信息，如今这通电话大约需要花六分钟来准备。

Now imagine a world in which an agent sitting right in that call center application and a human can click and say, summarize Amit's past medical history. Thirty seconds, it goes into Salesforce, it goes into Athenahealth, gets that information, summarizes it, and without doing any clicks, swivel chair, you have a nice summary that you can read.

现在想象这样一个世界，在呼叫中心应用中有一个代理，人类可以点击并说，总结 Amit 的既往病史。三十秒内，信息进入 Salesforce，进入 Athenahealth，获取信息，进行总结，并且无需任何点击或转椅操作，你就能得到一个不错的摘要供你阅读。

At best, this work will take you one and a half minutes compared to six to seven minutes. So, for every call, you have saved five minutes. That's the place we are going towards..

充其量，这项工作将花费你一分半钟，而之前需要六到七分钟。因此，每次通话你节省了五分钟。这就是我们前进的方向。

MHN:

How do you ensure that AI hallucinations are not present within these summarizations?

如何确保这些总结中不存在人工智能幻觉？

Khanna:

坎纳：

I'll give you exactly how we make it happen. So, in the patient summarization, we are not asking the agent or the AI to randomly pick up content and then summarize it. We are actually guarding it and telling what we call topics and actions, saying when you have this topic of patient summary, you will only do these three actions.

我会告诉你我们是如何实现这一目标的。因此，在患者总结中，我们并不是让代理或人工智能随机选取内容然后进行总结。我们实际上是在引导它，并告诉它我们所谓的主题和动作，即当涉及到患者总结的主题时，你只会执行这三个动作。

You don't have to think. So, we are removing from the AI, the thinking part of what actions I need to take, and we are also grounding it with the data that it should have access to. .

你不需要思考。因此，我们要从人工智能中去除需要采取哪些行动的思考部分，同时我们也会将其与它应该访问的数据进行关联。

So we are applying the security and sharing rights that Salesforce is known for, and then we allow the agent to go into those datasets with that trust, bring that information back, and when we send it to an LLM model, we actually remove your PHI [protected health information] to create that summary. .

因此，我们正在应用 Salesforce 闻名的安全性和共享权限，然后我们允许代理在受到信任的情况下访问这些数据集，将信息带回，并且当我们将其发送到大型语言模型时，我们会实际移除您的受保护健康信息 (PHI) 来创建摘要。

Lastly, which is very important, we are not doing it without a human in the loop because it's new technology. There will be places where it might hallucinate, even after all the effort we have put in, so we get the summary, but we also have the human so that a human can verify that yes, it is correct, and they don't give the wrong advice and they can have a feedback loop, which says, 'Yes, this is okay' or 'This is not okay.' So, yes, we are also learning, but we are putting a lot of safeguards in place to make sure we don't create challenges for our patients and members..

最后，非常重要的一点是，我们并不是在没有人工参与的情况下进行这项工作，因为这是新技术。尽管我们已经付出了很多努力，但系统仍可能会在某些地方产生幻觉，所以我们需要人工来验证总结的内容是否正确，以确保不会给出错误的建议，并且可以建立一个反馈循环，表明“是的，这没问题”或“这有问题”。因此，我们也在不断学习，但同时我们正在采取大量保护措施，以确保不会给我们的患者和会员带来挑战。

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标签：

salesforce

销售力量

，

Agentforce for Health

健康领域的Agentforce

，

Athenahealth

阿瑟纳健康

，

clinical documentation