Image of MIMIT Data 360 dashboard next to a headline claiming 30% higher CSAT from agentic self-service

Agentic self-service instantly answers FAQ for MIMIT Health patients

Agentforce draws on Data 360-unified records and knowledge articles to answer patient FAQ instantly and trigger follow-ups based on their specific care milestones.

The Results

30 %

higher CSAT from agentic self-service

30 %

productivity gain with unified data

55 %

drop in cancellations with targeted outreach

One-size answers, missed context

MIMIT Health helps patients get back to their best through minimally invasive procedures that reduce risk, pain, and recovery time. As their organization grew, delivering the fast, tailored care their patients expect became harder.

Simple, nonclinical questions still took time and effort to answer. Calls about insurance coverage or clinic parking could turn into voicemail tag, multiple electronic health record (EHR) messages, and repeated explanations. Patient data lived in several disconnected systems, requiring staff to piece together information while patients waited 24–48 hours for replies.

Because systems weren’t connected, communication wasn’t always personalized. Patients could receive broad messages that didn’t reflect their situation — for example, a reminder to get a flu vaccine they’d already received — which risked eroding trust.

FAQ answers on demand

Now, MIMIT Health’s patients can get helpful, reliable answers to their FAQ with agentic self-service powered by Agentforce. Patients simply start a chat on the website and receive immediate responses to non-clinical questions — from insurance coverage and procedure details to scheduling and clinic logistics.

Agentforce handles these routine questions automatically, using trusted knowledge and policy articles from Data 360 to deliver clear, conversational answers in seconds. For example, a patient might ask, “What is IV therapy?” and get a quick, easy-to-understand explanation without waiting for staff.

When a patient’s question calls for more personalized guidance, the experience shifts seamlessly to a human. If that same patient then asks, “Based on my history, am I a good candidate for IV therapy?” Agentforce routes the conversation to a dedicated, HIPAA-compliant Slack channel, where a clinician steps in with full context.

Inside Slack, the care team can see the full conversation, medical history, and relevant records brought in through Agentforce Health, along with a patient-specific canvas showing details like language preferences and appointment availability. With everything in one place, the clinician can pick up where the agent left off — turning a basic question into an opportunity for MIMIT Health to provide personalized, empathetic care.

Outreach guided by patient journeys

MIMIT Health wants their outreach to feel as thoughtful as the care patients receive in the clinic.

“We don’t use marketing just to get clicks. It’s part of your healthcare,” said Dr. Paramjit “Romi” Chopa, President and CEO. “If a diabetic patient misses an appointment right before the holidays, we’re going to follow up with tips on how to control blood sugar at parties.”

With Data 360, the team now has a unified system of context that helps them understand each patient’s care journey and communicate more personally. Data 360 brings together interaction history, care milestones, and engagement signals from Agentforce Health — enriched with demographic data from Informatica — to create real-time audience segments. Those segments are activated in Agentforce Marketing, allowing the MIMIT Health team to send timely outreach tied directly to patient care.

For example, patients who had a vascular procedure in the past 30 days can receive recovery tips and follow-up resources specific to their treatment — replacing generic messages with the timely information they need, when they need it.

Unified data powers 1-to-1 care

Salesforce’s Agentic Enterprise Architecture makes personalized, at-scale patient care possible by bringing MIMIT Health’s data, service, marketing, and communication together on one deeply unified platform.

Architecture diagram of MIMIT Health's Salesforce Agentic Enterprise Architecture

Working with implementation partner CIMSS Solutions, MIMIT Health started by building a unified data foundation. Zero-copy integration brings in historical records from Snowflake into Data 360 without moving the underlying data, while MuleSoft APIs connect the broader operational environment — including Zoom telehealth transcripts and clinical documentation from Box.

Data 360 continuously harmonizes data from across MIMIT Health’s systems into unified patient profiles for real-time activation. Using retrieval-augmented generation, Agentforce analyzes each inquiry, surfaces relevant knowledge, and generates responses aligned with clinical guidelines.

That same patient context powers Agentforce Marketing, which triggers timely outreach — appointment reminders, follow-ups, post-procedure guidance — based on where each patient is in their care journey.

“You want healthcare when you want it, and it needs to be totally personalized,” said Dr. Chopra. “Data 360 allows me to do that. I can connect with you across all channels.”

30% higher patient satisfaction

Patients are getting help faster and feeling more supported at every step of their care journey. Since introducing Agentforce and Data 360, patient satisfaction has increased by 30% and employee productivity has improved by 30% as routine questions and coordination tasks are handled automatically.

Patients benefit from faster answers and more consistent communication across every channel — whether they’re meeting a provider in an exam room or reaching out through text, WhatsApp, or Slack. With timely reminders and clearer communication, appointment cancellation rates dropped from 40% to 18%. Staff also spend less time tracking down information or managing repetitive requests, allowing them to focus on conversations that require clinical expertise and empathy.

MIMIT Health measures the impact of its Agentforce and Data 360 investments closely through NPS, which has doubled since implementation. Social media reviews now consistently reach 4.9 to 5.0 out of 5.0 — showing that faster responses and more personalized communication are improving the patient experience at every step.

Why MIMIT Health chose Salesforce

Salesforce Agentic Enterprise Architecture

By bringing systems of engagement, agency, work, and context together on one platform, MIMIT Health’s care teams and AI agents work from the same information, helping patients get faster answers and personalized support.

EHR compatibility with Agentforce Health

Because Agentforce Health works directly with MIMIT Health’s legacy EHR systems, the team could quickly connect existing process documents, clinical policies, and charts. Those materials were indexed and made searchable for Agentforce, allowing it to answer patient questions based on accurate, trustworthy data sources.

HIPAA compliance in Slack

HIPAA-compliant Slack channels allow MIMIT Health’s care teams to coordinate care for each patient in one place. Patient channels are locked by default, ensuring only authorized staff can view messages, documents, and medical information.