Salesforce has announced that Maxicare Healthcare Corporation, one of the Philippines’ largest health maintenance organisations (HMOs), has deployed Agentforce in Service Cloud. The move is designed to simplify the process of issuing dental Letters of Authorisation (LOAs) and improve the experience for members and partner clinics across the country.
Automating LOA processes for dental care
Maxicare, which has a network of more than 720 dental clinics, is using Agentforce to automate requests for LOAs. Instead of relying on manual processes, partner clinics can now interact with an AI agent to request authorisations. Once approved, they receive automatic notifications, which helps accelerate patient access to dental care.
The adoption of Agentforce highlights Maxicare’s push to modernise healthcare operations in the Philippines. By cutting down on paperwork and speeding up approvals, the organisation aims to differentiate itself in the market and deliver on its mission of providing quality healthcare with peace of mind.
Enhancing customer service with AI
Beyond LOA automation, Maxicare is using Agentforce in Service Cloud to personalise customer service and improve case management. The system automatically updates customer profiles with new requests, giving contact centre agents real-time visibility of member activity.
Agentforce also flags complex cases for human review, allowing agents to focus their attention where it is most needed. This balance of automation and human oversight enables Maxicare to boost efficiency while maintaining service quality.
Fiona Victoria, Chief Operating Officer at Maxicare, said: “We are constantly seeking innovative ways to deliver on our mission of providing peace of mind through quality healthcare to our members. As the first Philippine-based HMO to adopt Agentforce, we aim to streamline operations, empowering partner clinics for efficient member care. This is a significant step to differentiate our service and remain Filipinos’ preferred healthcare partner.”
Industry transformation through AI
Salesforce noted that Maxicare’s adoption of Agentforce reflects broader changes in healthcare. With growing demand for efficient, reliable and personalised services, automation and AI are playing an increasingly central role.
“The healthcare industry is undergoing a massive transformation, and companies like Maxicare are at the forefront of this change,” said Abraham Cuevas, Regional Vice President and Country Manager, Philippines, Salesforce. “By deploying Agentforce, Maxicare is not just automating processes; they are augmenting their human teams. This powerful combination of human expertise and AI-powered agents will help Maxicare deliver a more efficient and personalised experience for their members and reduce operational costs, improve service delivery, and ultimately, build stronger relationships with their customers.”
The initiative demonstrates how healthcare providers in the Philippines are embracing digital tools to enhance operations and patient outcomes. For Maxicare, the partnership with Salesforce represents a milestone in its journey to become the healthcare partner of choice for Filipinos.
