Salesforce’s upgraded AI platform, Agentforce 3, is gaining traction in the Philippines, with Maxicare Healthcare Corp. becoming the first health maintenance organization (HMO) in the country to use it for dental care services.
Agentforce 3, launched globally in June, allows businesses to manage, track, and scale AI agents and integrate with enterprise systems.
Large organizations such as PepsiCo, the University of Chicago Medicine, and 1-800Accountant have already begun using Agentforce, automating up to 70% of administrative tasks during peak periods.
On September 10, Maxicare integrated Agentforce into its Service Cloud to streamline the process of issuing dental letters of authorization (LOAs). Patients are required to obtain a LOA before receiving treatment at certified clinics.
Maxicare said that with its nationwide network of over 720 partner dental clinics, the system automates LOA requests, reducing manual processes and delays for patients. Clinics can now apply for authorizations through AI agents and receive real-time updates upon approval.
The company noted that this automated technology frees its contact center staff from routine tasks, allowing them to focus on complex requests requiring human oversight.
“As the first HMO in the Philippines to adopt Agentforce, our goal is to streamline operations and support our partner clinics in providing timely healthcare services,” said Fiona Victoria, Chief Operating Officer of Maxicare.
Salesforce executives emphasized that the system is designed to assist, not replace, healthcare professionals. “With Agentforce, Maxicare combines automation with human expertise to provide members with a faster, more personalized experience,” said Abraham Cuevas, Country Manager for Salesforce Philippines.
Agentforce also automatically updates patient records and routes complex cases to human agents, ensuring continuity of care. Its scalability enables healthcare providers to handle surges in patient demand without significantly increasing staff.
The new version of Agentforce runs on Salesforce’s enhanced Atlas architecture, which provides lower latency, higher accuracy, and supports large language models hosted within its infrastructure.
It also features the Agentforce Command Center, which enables business leaders to understand agent performance and areas for improvement—addressing a key challenge in scaling AI.
The platform supports open standards such as the Model Context Protocol (MCP) and seamlessly integrates with tools from partners like AWS, Google Cloud, IBM, PayPal, and Stripe.
Salesforce reports a 233% increase in AI agent adoption over the past six months, with over 8,000 customers currently using Agentforce.
Analysts say Maxicare’s deployment highlights the growing role of AI in Philippine healthcare.
By automating LOA approvals, Maxicare aims to eliminate bottlenecks that have long plagued patients and clinics, while setting an example for other HMOs and hospitals exploring AI-driven solutions.
Cuevas emphasized the broader goals of the partnership: “While reducing costs and improving efficiency are important, the ultimate goal is to build stronger relationships with customers and ensure they receive timely, high-quality care.”