Maxicare Healthcare Corp., one of the Philippines’ leading health maintenance organizations (HMOs), has become the first in the country to use Salesforce’s upgraded AI platform, Agentforce 3, to streamline dental care services.
Salesforce introduced Agentforce 3 in June as a major upgrade to its digital labor platform, designed to give companies greater control and visibility over AI agents. The system allows businesses to manage, monitor, and scale AI operations while integrating with existing enterprise tools and data systems. International companies, including PepsiCo, UChicago Medicine, and 1-800Accountant, have credited the platform with automating up to 70 percent of administrative tasks during peak periods.
On September 10, Salesforce announced that Maxicare had integrated Agentforce within its Service Cloud to improve the processing of dental Letters of Authorization (LOAs). LOAs are required before members can receive treatment at accredited dental clinics. Maxicare, which has a network of more than 720 partner dental clinics nationwide, said the system automates LOA requests, reduces manual work, and provides automatic updates once approvals are issued.
According to the HMO, this reduces delays for patients and allows clinics to deliver faster care. It also frees Maxicare’s contact center staff from routine tasks, enabling them to focus on complex cases that require human judgment. Fiona Victoria, Maxicare’s chief operating officer, said adopting Agentforce aligns with the company’s goal of providing “peace of mind through quality healthcare.” She added, “As the first Philippine-based HMO to adopt Agentforce, we aim to streamline operations and empower partner clinics for efficient member care.”
Salesforce promotes Agentforce 3 globally as an enterprise-ready AI solution. Built on an enhanced Atlas architecture, it offers lower latency, higher accuracy, and support for large language models hosted within Salesforce’s infrastructure. The platform also features the Agentforce Command Center, a monitoring hub that lets business leaders track agent activity, performance, and areas for improvement, addressing a common challenge in scaling AI deployments.
Agentforce 3 supports open standards such as the Model Context Protocol (MCP), enabling interoperability with third-party tools from providers including AWS, Google Cloud, IBM, PayPal, and Stripe. Since its late-2024 launch, Salesforce reports that over 8,000 customers have deployed the system, with AI agent usage surging 233 percent in six months. The platform now includes more than 200 pre-built industry actions, ranging from patient scheduling to advertising proposal generation, to accelerate adoption.