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Role of Salesforce Einstein in Enhancing Healthcare
- 14/02/2024
If you have ever been subjected to long wait times to see a doctor, chances are you are quite aware of the annoyance they involve.
Now imagine this: you call your doctor’s office, and instead of the usual receptionist, you’re greeted by an AI-powered assistant. You provide your patient number, say for example, and the AI assistant springs into action, analysing your medical history in real-time. Sifting through mountains of data, uncovering patterns and insights that might have slipped past your busy doctor, it not only comes back to you with insights into your health, but also checks your doctor’s calendar in real-time. Then, based on your symptoms and medical history, suggests a plan of action and seamlessly books an appointment with your doctor. This allows you get the attention you need when you require it the most, without any delays or hassles.
Doesn’t that sound great? Salesforce Einstein is just that and more. Let’s find out how it is making healthcare smoother, smarter and more personalised.
But first up, let’s understand what Salesforce Einstein is.
What is Salesforce Einstein?
As the name suggests, Salesforce Einstein is an AI tool developed by Salesforce. It is designed to infuse AI capabilities into various aspects of sales and services, enabling businesses to make smarter and more predictive decisions.
Einstein, with its Automated Machine Learning capabilities, is equipped with a range of AI functionalities, including predictive analytics, personalised recommendations and natural language processing. It aids in automating routine tasks, identifying trends and patterns in customer behaviour and ultimately facilitates tailored experiences that cultivate customer loyalty.
From addressing frequently asked questions to seamlessly managing scheduling, qualification processes and other customised functionalities, Einstein Bots have evolved into all-in-one problem solvers, making them an essential component in various domains including the healthcare industry.
Why do healthcare services need Einstein?
Real-Time Support and Information
In terms of scheduling tasks too, Einstein is a champ. Patients can chat with the bot to check for open slots, book appointments, or even change them up without breaking a sweat. This makes things super easy for healthcare providers, streamlining their admin work.
Powerful Predictive Analytics
Using AI capabilities, Salesforce Einstein can analyse vast amounts of patient data—from Electronic Health Records (EHRs) to medical imaging, wearable devices and other sources—to offer valuable insights in improving patient care and outcomes. For example, it can identify individuals at high risk of developing certain conditions or experiencing adverse events enabling healthcare providers to intervene proactively, potentially preventing complications and thus improving patient outcomes.
Personalised Patient Care
Einstein brings a personal touch to patient care by analysing patients’ medical history, demographics and lifestyle factors. With all this information at its fingertips, healthcare providers can customise treatment plans and medical interventions to meet the specific needs of each patient.
This predictive analytics capability of Einstein allows it to also tailor treatment plans and personalise medicine based on an individual’s characteristics and needs. This can lead to more effective and targeted therapies, minimising side effects and maximising treatment success rates. Whether it’s resource allocation, patient demand prediction or streamlining operational processes, Einstein enhances efficiency by forecasting patient volumes, wait times and resource utilisation enabling healthcare providers to better allocate staff, equipment and facilities to meet patient needs efficiently.
In the context of qualification processes too, Einstein can assist. It can pre-screen patients, helping them determine their eligibility for certain procedures or services. Using AI, Einstein makes sure patients get directed to the right resources, making the qualification process a breeze and freeing up healthcare professionals to focus on caring for patients.
Medical Image Analysis
Role of Salesforce Einstein to identify deviations and aberrations in medical images like X-rays and MRIs that might even perplex the experienced radiologists. This means doctors can rapidly diagnose your health issues with fewer mistakes, improving treatment outcomes and transforming the healthcare landscape. So, it’s like a caring ally, who assists in identifying issues more swiftly and ensuring prompt and accurate treatment.
Better Patient Engagement
Salesforce Einstein helps patient stay engaged by guiding them towards a healthier lifestyle. It not only just sends you reminders about appointments and medications but like a personal health coach, suggests healthy habits like diet and exercise. This AI-driven approach not only makes sure you adhere to healthcare routine but also saves you money from unnecessary medical expenses.
Clinical Trial Recruitment
Salesforce Einstein sifts through patient data to find people who could be a good fit for clinical trials. By doing this, Einstein makes the process of finding participants much quicker. Also, it ensures that a wide variety of people get involved which is important to make sure these trials are as effective as possible.
Reliable Fraud Detection
Using Salesforce Einstein, healthcare organisations can identify fraudulent activities such as insurance and prescription fraud by analysing data patterns and spotting anomalies. This helps organisations to not only reduce cost but also ensure the resources are utilised efficiently, ultimately leading to improved patient care.
Electronic Health Record (EHR) Management
Salesforce Einstein plays a crucial role in assisting the medical practitioners in clinical decision-making by diving into Electronic Health Record (EHR) data, uncovering important trends and patterns. For example, it can be applied to identify patients susceptible to harmful reactions to certain medications, considering their medical history and current medication routine.
Chronic Disease Management
Salesforce Einstein helps doctors handle chronic diseases like diabetes and hypertension better. The role of Salesforce Einstein is to look at patient information to find patterns and trends, so doctors can make personalised treatment plans. This means patients get better care, and it saves money by preventing problems and hospital visits. Overall, it makes healthcare easier and cheaper for everyone.
Population Health Management
Using AI to analyse demographic, health behaviour and healthcare data, Einstein manages population health management enabling healthcare providers identify areas of need and tailor interventions to improve the overall health of populations. And the best part: Salesforce Einstein can predict patient needs, spot high-risk individuals, and suggest personalised interventions. This all translates to improved health outcomes cost savings for healthcare organisations.
Natural Language Processing (NLP)
Einstein’s NLP capabilities help users explore unstructured medical data such as doctor’s notes and patient feedback. This enables medical practitioners to identify important information that traditional analysis might overlook, gaining insights into patients’ needs and preferences. It fosters a deeper understanding of patient care and highlights areas where improvements are needed.
Telemedicine
Salesforce Einstein smoothly links up with telemedicine apps. So, when you are having a virtual consultation with your doctor, Einstein is right there in the background crunching data in real-time. This integration helps the doctors to get instant support and insights during the chat, making your telehealth visits smooth and efficient. It might even reduce the in-person visits because you get access to healthcare from the comfort of your home.
Use Cases of Einstein Bot
Imagine a scenario where a patient has a pressing question about their treatment plan or needs to schedule an appointment urgently. In the traditional healthcare setting, getting immediate assistance might pose a challenge due to high call volumes or limited staff availability. Einstein can tackle such challenges with ease. Although there are multiple use cases of Salesforce Einstein bot in the healthcare sector, which makes it difficult to list them all in a single blog, we’ll present its three use cases.
Benefits of Integrating Salesforce Einstein
Enhanced Productivity: While you’re busy focusing on your core tasks, Einstein takes care of your day-to-day mundane activities and provides helpful insights, allowing your team to be more efficient.
Informed Decision-Making: If you are caught between choices whether it’s at the strategic levels or in day-to-day operations, Einstein offers data-driven guidance empowering you to make informed decisions.
Outstanding Customer Satisfaction: Customers are happy when they receive tailored products and services that meet their requirements, and Einstein does just that. With its ability to personalise, it enhances customer experiences.
Cost Saving: Salesforce Einstein aids in cost savings through its automation and intelligent insight features, improving operational efficiency, optimising resource allocation, and ultimately reducing operational costs.
Better Sales Performance: Einstein’s predictive capabilities enable sales teams to anticipate customer needs, allowing them to customise their strategies for greater success.
Improved Sales Results: With its cool predictive abilities backed by AI, Einstein can totally predict what customers need. This helps sales teams tweak their strategies for way better success rates.
Simplified Customer Assistance: Einstein has your sales team’s back with its awesome insights. It helps them tackle issues way better and faster.
Challenges
Leveraging the constant availability of the bot could prove beneficial beyond regular business hours, effectively easing the workload for support workers. However, it’s important to note that they cannot be relied upon in critical situations, such as medical emergencies. Nevertheless, the bot can be programmed to route specific cases to human agents, ensuring a more suitable and sensitive management of critical circumstances.
The bot recognises the urgency in the user’s message, using natural language processing (NLP) to identify keywords like “pain” or explicit mention of urgency. It then triggers a predefined redirect message specifically crafted for urgent cases, providing clear instructions on how to reach emergency support staff or emergency services.
Set Up Steps in Brief
Here’s a list of brief set-up steps to perform if you are considering implementing Salesforce Einstein for your healthcare setup.
→ Identify Your Use Case
→ Prepare Your Data
→ Enable Salesforce Einstein
→ Configure Salesforce Einstein
→ Train Salesforce Einstein
→ Evaluate and Fine-Tune
→ Deploy and Monitor
Ready to explore how Salesforce Einstein can enhance your Health Cloud implementation?
Contact Galvinus to discuss your organisation’s unique needs and requirements and we’ll find the best solution for your business.
What Makes Galvinus Stand Out?
Years of successful CX implementations
Extensive industry experience in CX-led IT transformations
including SAP
Integration capabilities for an end-to-end, unified, ready-to-deploy technology ecosystem
Frequently Asked Questions
Is Salesforce Einstein compliant with healthcare regulations and privacy standards?
Can Salesforce Einstein integrate with Electronic Health Record (EHR) systems?
How can Salesforce Einstein be implemented and integrated with other Salesforce products?
What support and training options are available for users of Salesforce Einstein?
Frequently Asked Questions
How is Salesforce Einstein different from traditional CRM tools?
Is Salesforce Einstein compliant with healthcare regulations and privacy standards?
Can Salesforce Einstein integrate with electronic health record (EHR) systems?
How can healthcare organizations implement Salesforce Einstein into their existing systems?
How does Salesforce Einstein integrate with other Salesforce products?
Can Salesforce Einstein be customized to fit specific business needs?
What industries or sectors can benefit most from Salesforce Einstein?
What support and training options are available for users of Salesforce Einstein?
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