Hans Andersson, SVP Avenga Healthcare & Life Science.

汉斯·安德森，Avenga医疗保健与生命科学高级副总裁。

AI agents are arguably one of the most avant-garde trends in Artificial Intelligence (AI). Recently, Salesforce has made a push into this territory with its Agentforce solution. This platform is designed to build and deploy trusted assistive and autonomous AI agents for healthcare. Could this development mark a significant turning point in healthcare operations? Let’s explore. .

人工智能代理可以说是人工智能（AI）领域中最前沿的趋势之一。近期，Salesforce通过其Agentforce解决方案进军这一领域。该平台旨在构建和部署用于医疗保健领域的可信辅助及自主人工智能代理。这一发展是否可能标志着医疗运营的重大转折点？让我们一探究竟。

AI Agents: The Next Evolution Is Here

AI智能体：下一个进化已经到来

For businesses, the allure of AI agents is quite attractive. Their potential to automate complex workflows,  from customer service inquiries and data analysis to supply chain management and personalized marketing,  promises an entirely new level of productivity. This vision is echoed in Salesforce’s descriptions, which speak  of a collaboration between ‘humans and agents’ and refer to AI agents as a ‘digital labor.’ .

对于企业而言，人工智能代理的吸引力非常大。它们有潜力实现复杂工作流程的自动化，从客户服务查询、数据分析到供应链管理和个性化营销，这预示着一个全新的生产力水平。Salesforce 的描述中也反映了这一愿景，他们提到“人类与代理之间的协作”，并将人工智能代理称为“数字劳动力”。

Unlike copilots or conventional chatbots, autonomous AI agents can perform tasks with minimal human supervision. They combine Large Language Models (LLMs) with the ability to reason through problems,  access systems, and execute actions across multiple domains.

与副驾式助手或传统聊天机器人不同，自主人工智能代理可以在极少的人类监督下执行任务。它们将大型语言模型（LLMs）与解决问题的能力、访问系统以及跨多个领域执行操作相结合。

In other words, if Copilots can suggest what you might do next, agents can actually do it for you, with judgment that approximates human decision-making. In healthcare specifically, where over 40% of global health systems experienced a moderate-to-significant ROI on generative AI, AI agents offer a pathway to substantial cost reductions and improvement in both provider and patient experiences. .

换句话说，如果Copilots可以建议你接下来可能做什么，那么智能代理则可以为你实际执行这些任务，并具备接近人类决策的判断力。特别是在医疗保健领域，全球超过40%的卫生系统在生成式人工智能上获得了中等到显著的投资回报，人工智能代理为大幅降低成本以及改善医疗服务提供者和患者的体验提供了途径。

How Agentforce Can Help Healthcare Businesses

Agentforce如何帮助医疗保健企业

Salesforce introduced Agentforce in September 2024. It embodies the company’s first dedicated autonomous agent toolkit for various industries, including healthcare. The system builds upon Salesforce’s  Einstein AI infrastructure but extends it with healthcare-specific capabilities. Agentforce for Health arrives with several pre-built AI skills.

Salesforce于2024年9月推出了Agentforce。这是该公司首个面向多个行业（包括医疗保健）的专用自主代理工具包。该系统基于Salesforce的Einstein AI基础设施构建，但通过医疗保健特定功能对其进行了扩展。Agentforce for Health配备了多项预先构建的AI技能。

Among other capabilities, this number includes: .

其中包括：。

• Appointment scheduling and management across multiple provider calendars • Insurance verification and prior authorization processing

• 跨多个供应商日历的预约调度与管理 • 保险验证和预授权处理

• Clinical documentation assistance and summarization

• 临床文档辅助与摘要

• Patient outreach and communication management

• 患者外展与沟通管理

• Support in R&D for clinical trials and intelligent trial support

• 为临床试验和智能试验支持提供研发支持

The system’s convenience lies in the automation of processes that traditionally require multiple human touchpoints. Consider how Agentforce enhances patient access and services: When a patient calls a

该系统的便利性在于自动化传统上需要多人参与的流程。想象一下Agentforce如何提升患者访问和服务：当患者打电话时

community health center regarding their upcoming appointment, they typically encounter a lengthy queue before speaking with a staff member who must manually verify their insurance coverage.

当患者致电社区健康中心询问即将到来的预约时，他们通常会遇到长长的排队，然后才能与工作人员通话，而工作人员必须手动核实他们的保险覆盖范围。

With Agentforce deployed, this patient instead interacts with an AI assistant that immediately accesses their profile, verifies current insurance status, and confirms coverage for both the appointment and prescribed medications. The system also checks if prior authorization is needed for any upcoming treatments or procedures.

部署 Agentforce 后，患者会与人工智能助手互动，该助手立即访问他们的个人资料，核实当前的保险状态，并确认就诊和处方药的覆盖范围。系统还会检查是否需要为任何即将进行的治疗或程序获得事先授权。

Throughout this interaction, the AI can document all verification details in the patient’s record for staff reference. .

在整个互动过程中，人工智能可以将所有验证细节记录在患者的病历中，供工作人员参考。

Customization, Trust, and Guardrails

定制化、信任与护栏

In contrast to many AI products that arrive as black boxes, Agentforce provides an opportunity for companies to build agents accommodated to their workflows. Organizations can use Salesforce’s development platform and low-code/no-code tools to tailor pre-built skills or even construct entirely new AI agents from the ground up. .

与许多作为黑箱到达的AI产品相比，Agentforce为企业提供了构建适应其工作流程的代理的机会。组织可以使用Salesforce的开发平台和低代码/无代码工具来定制预建技能，甚至从头开始构建全新的AI代理。

Meanwhile, different hospitals, clinics, and research institutions operate with distinct protocols, patient populations, and data sets. Agentforce recognizes this variability and allows organizations to use their data to train and fine-tune AI agents. This ability to ground AI functionality in an organization’s specific information more accurate outcomes. .

同时，不同的医院、诊所和研究机构有着各自的协议、患者群体和数据集。Agentforce认识到这种差异性，并允许组织利用自己的数据来训练和微调AI代理。这种基于组织特定信息的AI功能能力，能够带来更准确的结果。

Salesforce has embedded trust mechanisms and guardrails within the solution. Notably, the Einstein Trust  Layer enables Agentforce to use any LLM safely and guarantees that no data is viewed or retained by third parties.

Salesforce 在解决方案中嵌入了信任机制和防护措施。特别是，Einstein Trust Layer 使 Agentforce 能够安全地使用任何大语言模型，并保证第三方不会查看或保留任何数据。

How We Can Help

我们可以如何帮助您

As a digital technology partner, Avenga offers guidance across the entire Salesforce ecosystem. We have specialized expertise to help you integrate these AI agents into your existing operations.

作为数字技术合作伙伴，Avenga 在整个 Salesforce 生态系统中提供指导。我们拥有专业知识，可帮助您将这些 AI 代理集成到现有运营中。

We can work with:

我们可以合作：

• Readiness assessment that evaluates your organization’s technical infrastructure, data  architecture, and operational workflows to create a phased Ai agents’ adoption

• 评估组织技术基础设施、数据架构和运营工作流程的准备情况评估，以制定分阶段的人工智能代理采用计划

• Custom agents tailored to your specific clinical and administrative needs.

• 定制适合您特定临床和行政需求的代理。

• Training and organizational change management to ensure your staff successfully transitions to  agent-augmented workflows

• 提供培训和组织变革管理，确保您的员工顺利过渡到人工增强型工作流程。

• Healthcare interoperability that connects Salesforce Health Cloud to all major EHR systems, including Epic, Cerner, MEDITECH, and Allscripts

• 医疗互操作性，将Salesforce Health Cloud与所有主要的电子健康记录（EHR）系统连接起来，包括Epic、Cerner、MEDITECH和Allscripts。

Think of us as your shortcut to realizing the full potential of AI agents. Our team can work with you to find the perfect use cases for Agentforce, design customized AI agents that fit your workflows like a glove, and support smooth integration with your current systems – all while prioritizing data security and compliance. .

将我们视为您实现AI代理全部潜力的捷径。我们的团队可以与您合作，为Agentforce找到完美的应用场景，设计出完美契合您工作流程的定制化AI代理，并支持与您现有系统的无缝集成——同时始终优先考虑数据安全和合规性。

What Can We Expect in the Future?

未来我们可以期待什么？

The emergence of AI agents within healthcare, particularly as integrated with platforms like Salesforce  Health Cloud, will likely lead to a future where autonomous systems become woven into the fabric of patient care and administrative operations.

医疗保健领域中AI代理的出现，特别是与Salesforce Health Cloud等平台的整合，可能会导致自主系统融入患者护理和行政运营的未来。

We can anticipate AI agents evolving beyond their current capabilities of task automation to become more proactive, contextually aware, and even capable of nuanced decision-making within defined parameters.

我们可以预期，人工智能代理将超越其当前的任务自动化能力，变得更加积极主动、情境感知，甚至能够在定义的参数范围内做出细致的决策。

The future of

未来

healthcare AI

医疗人工智能

will likely feature collaboration between multiple agents. Different specialized AI  systems could work together in coordinated networks, sharing information and insights in real time. This approach could lead to more efficient solutions, where the strengths of individual agents are combined to tackle problems in patient care, operational management, and scientific discovery. .

可能会侧重于多个代理之间的协作。不同的专业人工智能系统可以在协调的网络中共同工作，实时分享信息和见解。这种方法可以带来更高效的解决方案，将各个代理的优势结合起来，以应对患者护理、运营管理以及科学发现中的问题。

In addition, the interoperability and standardization of data will be critical enablers for the widespread and effective use of AI agents. Seamless data exchange between different healthcare systems and devices is necessary for AI agents to access the patient information required for accurate analysis and effective task execution. .

此外，数据的互操作性和标准化将是实现AI代理广泛且有效使用的至关重要的推动因素。不同医疗系统和设备之间的无缝数据交换，对于AI代理访问准确分析和有效执行任务所需的患者信息是必要的。

Final Thoughts

最终思考

We’ve reached a pivotal moment in AI agents’ adoption, but the journey continues. Agentforce is an important step forward in healthcare AI, yet one that requires thoughtful adoption planning. The platform’s success will ultimately depend on how effectively it can balance autonomous capability with the nuanced requirements of healthcare, a balance that continues to evolve with each implementation. .

我们已经到达了人工智能代理应用的关键时刻，但旅程仍在继续。Agentforce 是医疗保健领域人工智能发展的重要一步，但这一步需要周密的采用规划。该平台的成功最终将取决于它能够在多大程度上平衡自主能力与医疗保健的细微需求，而这种平衡随着每次实施都在不断演变。

About Hans Andersson

关于汉斯·安德森

Hans Andersson

汉斯·安德森

is Global Head of

是全球负责人

Avengas’s

复仇者们

Healthcare and Life Science Industry division with a long background from innovation work at companies such as IBM, Accenture, and Capgemini as well as startup businesses. Hansa has a proven track record of driving growth and transforming companies through strategic insights and understanding of market dynamics and a passion for innovation.”.

汉萨医疗和生命科学部门拥有来自IBM、埃森哲和凯捷等公司以及初创企业的创新工作背景。汉萨通过战略洞察、对市场动态的理解以及对创新的热情，拥有推动增长和企业转型的成功记录。