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Agentforce AI Appointment Agent for a Dental Clinic

Industry

Healthcare

Products

Agentforce

Service

Development

Customer

A European dental clinic operating across multiple locations, focused on modern diagnostics and preventive dental care.

Challenge

The clinic had already invested in Salesforce CRM and the Salesforce Scheduler add-on. Yet patient appointment booking still relied on several third-party scheduling tools.

This approach was costly and inefficient. The Customer paid for multiple subscriptions to handle a task that Salesforce could already support. Appointment data was split between Salesforce and external systems. This led to extra integrations, manual checks, and ongoing maintenance work.

When Salesforce began promoting generative AI across its ecosystem through Agentforce, the clinic saw an opportunity to improve its core business processes.

To achieve this, the clinic partnered with ENWAY.

ENWAY was tasked with designing and delivering an Agentforce appointment agent to replace third-party services, use Salesforce Scheduler, and prepare the clinic for AI-driven automation.

Solution

The project focused on configuring an Agentforce appointment agent that worked natively inside the clinic’s existing Salesforce environment.

Delivery was structured into clear milestones:

  1. Analyzed the current appointment booking process to identify friction points and data dependencies.
  2. Completed the initial Agentforce agent setup within Salesforce.
  3. Designed and configured the required Salesforce objects, fields, and records used by the agent.
  4. Defined agent topics, actions (including Salesforce Flows), along with precise instructions that guide the agent’s reasoning and decision-making.
  5. Tested the agent across a wide range of real patient scenarios to ensure consistent and correct behavior.
  6. Deployed the appointment agent on the dental clinic’s website.
  7. Conducted online training sessions to enable the customer to adopt, manage, and evolve the Agentforce agent independently.

Agent Demo

Here is a simplified sample of our appointment agent.

Agentforce Appointment Agent

The agent’s scope is to book a dental appointment and provide an overview of the scheduled visit. It can understand requests in plain language, advise the client on the needed service, and select either the earliest available slot or a slot with a specific dentist. Once confirmed, the booking is saved as a record in Salesforce CRM and displayed on the clinic’s calendar. Clients can also enter their personal details and receive the booking information.

We have also recorded a video demo showing how the agent works:

Results

+18% increase in customer satisfaction

Appointment booking moved from a costly, high-maintenance mix of tools to one system powered by Salesforce CRM and an Agentforce AI agent. Automated booking became available 24/7, driving an 18% increase in customer satisfaction by removing wait times and phone queues. The solution also reduced active subscriptions and licensing costs, lowering overall operational spend for the clinic.

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