How AgentForce is Simplifying Home Care
The Situation
Accessing home care and well-being services is often a frustrating experience. Users face challenges navigating funding options, service selection, scheduling appointments, completing paperwork, and following up with care providers. People have to deal with forms, funding options, scheduling appointments, and follow-ups. Most of the time, it’s confusing and slow.
The Challenge
Home care providers were struggling with:
- Manual appointment booking and scheduling errors.
- Redundant data entry leading to duplicate records.
- Limited visibility into patient sessions and history.
- High administrative overhead, consuming resources that could be spent on care.
- Low user satisfaction due to delays and lack of personalized guidance.
Our Approach
To address these challenges, we implemented an AI-powered Home Care Assistant built on Salesforce AgentForce, integrating real-time data, automated workflows, and intelligent user interactions.
How the New Flow Works
- User Verification & Registration:
- Users provide an email to verify if they exist in the system.
- New users are registered instantly with zero manual intervention.
- Funding Selection:
- The assistant presents all eligible funding types (private, self-funded, Medicare, Medicaid, Veterans Affairs).
- User selects a preference, which is recorded in real-time.
- Service Selection & Booking:
- The assistant displays available services (e.g., physiotherapy, home nursing, senior wellness).
- Users select a service and a preferred date.
- The system checks live availability, presents time slots, and confirms bookings instantly.
- Calendars, Salesforce records, and email confirmations are updated automatically.
- Rescheduling & Cancellation:
- Users can reschedule or cancel sessions via the assistant.
- The agent fetches existing appointments, presents available slots for new dates, and updates all systems in real-time.
- Session History & Notes:
- Users can view all upcoming sessions and past history.
- Optional notes/comments can be added for the healthcare organization.
AI Capabilities Added
- Real-time user identification and verification to prevent duplication.
- Dynamic service availability and automated scheduling.
- Intelligent conversation handling for booking, rescheduling, and cancellations.
- Automated communications including confirmations and email notifications.
- Unified dashboard showing history, upcoming sessions, and service details.
Metric Comparison (Before vs After AI Case Management)
| Metric | Before AI | After AI |
|---|---|---|
| Average booking time | 15–30 mins | <2 mins |
| Manual data entry | High | Zero |
| Duplicate records | Frequent | None |
| Admin overhead | High | Minimal |
| User satisfaction | Medium | High |
| Support call volume | High | Reduced by 60% |
| Real-time session visibility | Low | 100% |
The Outcome
- For patients: Faster access to services, personalized guidance, always-available support, clear visibility of sessions.
- For providers: Real-time booking automation, reduced manual work, accurate reporting, fewer support calls, higher customer satisfaction.
Why It Matters
This AI-powered home care assistant removes administrative friction, enhances user experience, and enables home care providers to focus on what truly matters: delivering care. This AI home care assistant makes life easier for both patients and providers. By automating scheduling and record management, it saves time, reduces errors, and improves the overall experience of home care.
