AI is having a
transformative impact
on the life
sciences industry.
Let's learn how
Age Enforced Life
Sciences is reshaping
patient engagement.
joined by Alicia Kuhlman,
Principal Account
SE at Salesforce.
Alicia, you are
our principal.
So you are always
talking with customers
and learning what
they need. So from an
industry perspective,
what are the core
challenges that are
preventing life sciences
companies from delivering
the best patient
-centric experience
today? Oh, goodness.
That's a good question,
Carolyn. Thanks
for asking. I mean,
when I've talked to
customers, I'm really
grouping these into
kind of like an
industry lens of core
problems. And so first,
I would say speed.
Speed. It's taking
way too long to launch
programs. It's six
to nine months.
They're struggling to
get patients to therapy.
They're having to
do building all of
the components of
those programs. Second
is just overall
complexity. They're
putting too much into
it or they're not
utilizing stuff out of
the box. And it's just
a really large
challenge. And then, of
course, there's
barrier to innovation.
Sometimes their
systems that
they use today
are outdated.
They're older or
there's too much custom
code and they're just
struggling to get
where they need to
be. And it's just a
challenge. And I'm like
I've talked to so many
customers and we need
to get them to the
place where they're
able to get a patient
to programs and through
therapy quicker.
Right. And so how
does Age of War's Life
Sciences specifically
address some of those
challenges that you
outlined? Yes, of
course. So in Life
Sciences, there are a lot
of features that
come out of the box
because it's purpose
built for the industry.
And so the first thing
that I kind of think
about is, of course,
speed and agility.
utilizing low code
orchestration and flow
to actually create the
templatized program
is huge it's a game
changer they are
able to launch that
program faster and really
get them to the
patients on therapy
quicker of course like
we think about the
single source of truth
there are so many times
where i hear about
data and the issues
with data in the
keynote yesterday they
talked about data
chaos. And it's so true.
There's data that's
in so many different
systems. They
need to bring it
together to create
that unified view.
Third, I would say
is AI is agent force.
So how can we utilize
agent force as a
supplement and as an
assistant to a care program
coordinator, an
enrollment coordinator,
even to a patient on
a portal for more self
-service options to
answer questions. And
then, of course, in
regulated industries,
it is so important for
them to have trust and
for the actual platform
to be compliant.
Yeah. I mean, you outlined
all of the purpose
-built things specifically
for this industry.
It makes a huge,
huge difference. So
can you share a specific
example of how customers
can resolve one of
these challenges,
like benefits verification,
verification, co
-pay assistance requests
just faster, more
seamlessly with Agent
Force now? Absolutely.
So let's actually walk
through a scenario,
a real-life scenario
of kind of creating a
patient program and
then being able to view
their actual profile
and whatnot. So it
starts with an AI
-assisted program design. A
program manager uses
low-code tools, such as
flow orchestration,
like I mentioned, to
really mock up what
that journey is and what
are those different
steps to therapy and how
that design of the
program actually looks.
And this can be then
cloned into another
program. And so instead
of having to start
from a brand new slate
every time, so say I'm
going to create a
program for immunology
and then I need to
create one for oncology.
I can at least take
the beginning of that
immunology program and
then say, okay, let's
move this over into
a new program. We're
going to use the
templatized piece of that,
but then I can start
to make changes, edit
it, and so I'm not
starting from scratch.
So once that's actually
launched into a
program, we actually
see a live repeatable
automated engine that
walks a patient or
enrollment coordinator
through the overall
process. They're prompted
with what needs to
happen, tasks that
need to be done, and
it's repeatable. So every
time they're launching
a new patient,
they're seeing all of
that. And it creates
this really great
environment to again
incorporate areas of AI.
So when we think about
that, we then can
really start to
understand agent force. So
the agent can actually
launch into utilizing
agent force as
summarizing the patient,
understanding different
tasks, AI generated
patient profiles,
creating different
types of scheduling
components and whatnot.
So it's been really
great from that too.
So that's awesome.
So it sounds like
the components, you
build them once,
you move them
around. And so then
it becomes a
configuration as opposed
to a net new creation
from scratch.
So then looking ahead,
how do you see AI
continuing to transform
patient services?
What's the next big
thing in delivering
patient support in
this? I think the next
big thing really needs
to be is utilizing
AI to humanize
patient engagement in
the industry and like
at scale, like being
able to move from
reactive to proactive.
Instead of a
patient saying, I
missed my dose,
I can't get my
medication. Let's
be proactive.
Let's understand
and start to
predict that this
patient may not
be adherent on
their medications.
Let's start
getting them on
a journey to remind them.
Let's get them
a copay card
before they have
barriers to care.
That's what we need
to do is be proactive.
And so if you could
give, you've talked
to a lot of customers.
So one piece
of advice to life
sciences executives
on how to invest in
their patient services
ecosystem in the
next five years,
what would that be?
What would you say?
To stop funding the old
outdated like system
that they're utilizing
today, like looking
to Life Sciences Cloud
to be that intelligent
platform for change,
creating that
unified patient profile
to scale their programs.
I see so many
times where there's
deadlines and they're
rushing to get a program
out and they are choosing
a different aspect
or a different way
to develop something.
And then afterwards, and
it goes live, they're
like, now we can't
scale that. So investing
in the right way that
they're doing it,
asking our industry
experts and the entire
team. There is a
massive team of solution
engineers, go-to
-market strategists, all
of it. And we're here
to help walk you through
to create that change
and really start
to utilize AI to activate
that with patience.
Amazing. Modernized,
purpose-built, AI
-driven. Kevin, thank
you so much for sharing
those insights and
for watching. To learn
more about AgentForce
Life Sciences, scan
the QR code on your
screen or visit sforce
.co slash AgentForce
dash Life Sciences.
