Payer member service contact center design
Key Takeaway
The Contact Center is one customizable workspace for payer agents. To check that a caller is an active member with the least customization, add IsActive as an optional verifier in an Identity Verification Process Field record.
The Contact Center in Agentforce Health gives payer contact center agents one workspace to verify a caller's identity, see the member's plan and health details, log the interaction, and act on the request. The workspace is built from existing Salesforce components that you can customize, so you can meet customer requirements by configuring those components. Agentforce for Payer Contact Center adds AI help for member service.
What the Contact Center does
The Contact Center digitizes customer service work for contact centers. Agents can quickly verify the member's identity and capture interaction details. They can also review health plan information, address concerns, and decide next best actions based on the member's request.
The Contact Center runs in Lightning Experience on Enterprise and Unlimited Editions with Agentforce Health.