Oviva Implements Salesforce Agentforce to Bring Customer Service to a New Level

Faster responses thanks to AI and better, more personalized support thanks to freed-up resources

LONDON — December 4, 2025 — A leading European virtual care provider for weight-related conditions, Oviva, has successfully implemented Salesforce’s Agentforce to transform its customer service operations. Agentforce is Salesforce’s agentic AI platform that enables organizations to build, customize, and deploy autonomous AI agents for various business functions, including service, sales, marketing, and commerce. These AI agents can operate independently, retrieving relevant data, creating action plans, and executing tasks without constant human intervention, making Oviva an Agentic Enterprise.

Since going live with these capabilities in July 2025, Oviva has seen great results, deflecting 50% of customer inquiries and resolving 40% of operational support queries, such as password resets and dietitian assignments, without human involvement. This strategic implementation has allowed Oviva to improve efficiency and enhance customer experience, liberating human experts to focus on more complex and meaningful patient interactions.

With over 300,000 messages generated monthly through its in-app chat function, Oviva faced the challenge of managing a high volume of customer inquiries. Agentforce has been integrated with Oviva’s existing Salesforce infrastructure, including Service Cloud, to manage these inquiries effectively. By leveraging AI agents to provide instant responses to common queries, the solution unlocks limitless capacity for human representatives, enabling them to concentrate on higher-value, complex issues and drive growth. 

Especially during our intensive growth phase, Agentforce helped us scale our customer support and respond to all our inquiries quickly and professionally. This is an incredible added value for our business, which we want to continue to build on in the future.

Martin Kirchberger, Managing Director at Oviva

“Many of our users’ questions are recurring and can generally be answered with minimal research. However, if these inquiries have to be answered individually, the time required is enormous.” says Martin Kirchberger, Managing Director at Oviva. “Especially during our intensive growth phase, Agentforce helped us scale our customer support and respond to all our inquiries quickly and professionally. This is an incredible added value for our business, which we want to continue to build on in the future.”

Oviva aims to scale its self-service capabilities, with a target of up to 60% self-resolution of inbound queries. This will allow the company to continue to provide high-touch, personalized care while expanding into new markets. Oviva is also exploring future enhancements, including the potential deployment of agents that can provide dietitian advice directly within the app. As Oviva continues to leverage innovative technologies, it remains committed to its mission of transforming lives through accessible and effective virtual care.

As an emerging Agentic Enterprise, Oviva is moving beyond simply augmenting individual teams — it is weaving AI agents into the very fabric of its business operations. By integrating agents seamlessly across both internal and customer-facing processes, Oviva is transforming how work gets done, unlocking new efficiencies, and creating opportunities for innovation and scalable growth that were previously out of reach.

Rami Habib, General Manager of Salesforce Switzerland, is delighted with the successful implementation and sees many opportunities for the use of agents in the healthcare industry: “The significant positive impact at Oviva within a short period of time underscores the importance of resource management. In the healthcare industry in particular, it is important that patients receive effective recommendations and treatment plans quickly. Agents can make a big difference here as they operate within governed boundaries, with full audibility and override controls, making them reliable partners in critical workflows and minimizing the need for oversight.”

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