AI agents handling 74% of patient
interactions for a 28-hospital network.
Kalenix Health had 28 hospitals, 6,400 staff on Salesforce, and a patient services team drowning in intake calls, appointment rescheduling, and referral routing. We deployed Agentforce across Health Cloud and Service Cloud — four specialised AI agents, fully live in 16 weeks.
A patient services team spending
60% of their day on tasks AI can do.
Kalenix Health operates 28 hospitals and 140 outpatient clinics across the US. Their patient services team of 380 people handled everything from appointment booking and referral routing to insurance pre-authorisation queries and post-discharge follow-up. By 2025, call volumes had grown 34% year-on-year. Headcount hadn't moved.
The team was already on Salesforce Health Cloud and Service Cloud — but using them as a glorified CRM. No automation. No AI. No self-service. Agents were manually triaging every inbound contact, regardless of complexity. A nurse chasing a referral status sat in the same queue as a patient trying to reschedule a routine check-up.
Amroar was brought in to implement Agentforce across the full multi-cloud stack — four specialised AI agents built on Health Cloud data, integrated with their EHR system, and HIPAA-compliant from day one. The goal: handle routine interactions autonomously, escalate clinical complexity to human agents with full context, and give the patient services team their time back.
380 people. One queue. Every interaction treated the same.
The problems weren't caused by the team — they were caused by a system that gave every contact equal priority and zero automation.
Four agents. One unified patient data layer.
Every Agentforce agent runs on the Health Cloud unified patient record — pulling live data from Epic via HL7 FHIR, payer APIs, and the referral management system.
Patient contacts. Agent resolves. Human never involved.
From first contact to resolution — the full autonomous flow for a routine patient interaction, end-to-end.
16 weeks. What we actually built.
The numbers at 90 days post go-live.
"We'd looked at generic AI tools and ruled them all out — HIPAA compliance alone killed every option. Amroar built the Agentforce implementation inside Salesforce's own HIPAA-eligible environment. Our compliance team signed off in week three. By go-live, 74% of our patient contacts were being handled without a human. I didn't think that number was possible."
Agentforce in a regulated industry. We've done it.
Most Agentforce implementations stay simple because the partner doesn't understand compliance. We've built HIPAA-compliant, HL7-integrated AI agents in production. If your industry has compliance requirements, that's exactly the conversation to have with us.
Senior architects on every call. We'll tell you exactly what's possible in your environment.