What You Should Know:
– Infinitus Systems Inc., the trusted voice AI platform powering more than 100 million minutes of healthcare conversations, today announced an expanded partnership with Salesforce, allowing joint customers to invoke Infinitus’s voice AI agents to complete and automate complex administrative healthcare tasks.
– Through this partnership, Salesforce and Infinitus customers can launch purpose-built healthcare AI agents through Infinitus’s Agentforce and MuleSoft connectors to verify coverage for drugs, pharmacy, and medical benefits.
Salesforce and Infinitus Partner to Streamline Benefits Verification with AI Voice Agents
Salesforce and Infinitus are advancing healthcare efficiency by integrating AI-powered voice solutions directly into Salesforce Health Cloud and Life Sciences Cloud. These integrations simplify benefits verification and reduce the administrative burden on healthcare teams, accelerating access to care and improving workflow productivity.
Current and Upcoming Capabilities
· Available Now:
o Electronic pharmacy benefits verification via Health Cloud, Life Sciences Cloud, and MuleSoft APIs (PSP, Infinitus).
o AI-generated benefits verification call scripts and summaries in Agentforce 1 Editions.
o Infinitus voice AI agents for automating high-volume, phone-based administrative tasks.
· Coming in October:
o Out-of-the-box medical benefits verification through clearinghouses.
o Agentforce verification actions to trigger voice agent workflows for benefits checks.
These features support faster time-to-therapy, streamline payer interactions, and reduce clinician burnout by minimizing time spent navigating IVRs or sitting on hold.
Infinitus AI Integration Use Cases
Through MuleSoft and Agentforce, Infinitus enables healthcare organizations to automate or manually trigger voice AI calls directly from Salesforce, covering a range of verification needs:
1. Major Medical & PBM Benefit Verifications:
AI agents call payers and pharmacy benefit managers to retrieve eligibility details, treatment coverage, cost share, and prior authorization or specialty pharmacy requirements.
2. Prior Authorization Status Updates:
AI agents follow up with payer departments to verify the status of prior authorizations or appeals for therapies.
3. Product Coverage Follow-Ups:
Agents make calls related to formulary exceptions, bridge programs, or interim access to care while waiting on decisions.
4. IVR and Hold Time Bypass (FastTrack™):
The FastTrack™ feature launches calls that allow users to skip automated IVR systems and avoid extended hold times—enabling more patients to be served with less staff fatigue.
Verified information is automatically updated in Salesforce, delivering near real-time visibility into patient coverage for medications and care services.
“Infinitus is a pioneer in trusted voice AI for healthcare,” said Frank Defesche, SVP and GM of Life Sciences Cloud at Salesforce. “Their use of Agentforce demonstrates how partners can reduce administrative barriers and support faster treatment for patients.”
Regardless of where a healthcare organization stands in its AI adoption journey, this integration offers scalable solutions that improve operational efficiency and care delivery without business disruption. By embedding intelligent automation into Salesforce ecosystems, organizations can transform complex, phone-based workflows into seamless, scalable interactions.
This collaboration underscores a shared commitment to building intelligent, responsive systems that empower healthcare teams and improve patient outcomes.
