How an AI service agent 
Transformed patient 
Experience for a specialty 
Healthcare center 

For years, the Client has been a well-known, trusted eye care and cataract centre, providing advanced surgical procedures. As more patients turned to the centre for expert ophthalmology support, patient volumes grew steadily, underscoring the need for a quick, responsive engagement experience.

The Challenge: Critical Barriers in the Existing Manual Patient Follow-Up Workfiow

Increases in prospective patients requiring follow-up, combined with the lack of automated tools, created a backlog for the sales team and provided a negative experience for the prospects.

The staff got overwhelmed by addressing inquiries about cataract procedures, pricing, surgeon availability, financing options, and appointment scheduling, as everything was handled manually via phone, SMS and website forms. This scenario affected productivity as the team spent significant time answering repetitive queries, rather than focusing on closing new sales.

Over a period of time, this fragmentation led to :

• Missed or delayed follow-ups
• Inconsistent communication
• High dependency on staff availability
• Fragmented scheduling that slowed down appointment coordination
• Service teams overwhelmed by repetitive FAQs
• Bad customer experience

The Solution: AI-Powered Automated Service Agent Built on Agentforce

To address this, the Client worked with Datamatics to deploy a custom AI-powered Service Agent built on Salesforce Agentforce.

This service agent was designed as a 24/7 digital assistant embedded into the Client’s website, thereby enabling patients to interact with agents instantly to get details about :

• Cataract surgery information
• Pricing and payment options
• Financing and insurance guidance
• Doctor profiles and procedure details
• Appointment-related queries

The solution’s intelligence lay in its ability to pull information from multiple internal data sources built within Salesforce.

The AI agent seamlessly accessed :

• The client’s knowledge base
• The internal file store containing doctor profiles, procedure documents, and patient guides

For example :

• Financing inquiries were addressed using verified knowledge base articles sourced from financing providers.
• Surgeon-related questions were answered using profile documents stored in the file repository.
• Multi-source data was unified to deliver consistent, accurate responses, ensuring the agent pulled the most relevant details from each source.