How MagMutual transformed physician support with Agentforce
MagMutual partnered with Zennify to use AI-powered Agentforce, helping consultants deliver faster, more accurate, and compliant physician support.
About MagMutual
MagMutual is a leading provider of medical professional liability (MPL) insurance in the United States, providing coverage for over 40,000 healthcare providers and organizations nationwide. With more than four decades of experience, MagMutual has remained committed to delivering exceptional service and risk management solutions to medical professionals.
As the healthcare industry becomes increasingly complex, MagMutual sought innovative ways to enhance its service capabilities and optimize operational efficiencies.
Overcoming service bottlenecks
MagMutual’s Journey Consultants are the backbone of physician support, assisting with policy inquiries, claims coverage, and risk management. However, their efficiency was often hindered by several challenges. Finding and interpreting policy details during live calls was a time-consuming process, leading to slower response times. Additionally, physicians primarily relied on phone consultations, making it difficult to scale support effectively.
To maintain high-quality service without increasing headcount, MagMutual needed a way to shift from reactive problem-solving to proactive servicing approach.
The Zennify Solution
Clouds implemented
Agentforce, Einstein Trust Layer
Systems integrated
Salesforce Service Console, MagMutual policy and claims systems, internal knowledge base
Systems optimized
Knowledge management, case handling, policy lookup, and customer satisfaction analysis
Third-party applications
integrated within MagMutual’s secure Salesforce ecosystem
Enter: Agentforce
Zennify partnered with MagMutual to reduce manual tasks and give Journey Consultants more time to focus on what matters, serving physicians. By embedding Agentforce directly into their Salesforce environment, we made that possible.
Now, MagMutual’s Journey Consultants can:
- Find policy and claims details instantly – No more digging through multiple screens. With Agentforce accessible from any page in Salesforce, consultants can get the information they need just by asking a question to the AI agent, making calls smoother and more efficient.
- Access the right answers in seconds – Cutting down hold times and improving communication clarity. Agentforce quickly answers customer questions by combining MagMutual’s internal knowledge with live record data on cases, policies, and claims. Journey consultants can get answers in seconds, eliminating the need to search for record pages and read through articles. They can also obtain summarized results of customer satisfaction surveys simply by querying Agentforce, streamlining feedback processing.
- Leverage a centralized knowledge base for rapid responses – Agentforce streamlines the creation of new knowledge articles with AI-generated summaries, enabling new content to be imported from external documents for the AI agent to answer new questions. This has reduced the manual effort required to format and categorize content for future use.
"As soon as I saw Agentforce in action, I was excited about its potential to revolutionize the way our journey consultants interact and serve our physicians."
- Ruth Wood, Customer Service & Risk Management Executive, MagMutual
By putting AI to work behind the scenes, Journey Consultants can focus on what they do best, serving physicians with speed, accuracy, and confidence.
Results that speak for themselves
Reduced call times and improved response accuracy for physician support
AI-driven insights helping consultants identify risks and manage more cases efficiently
Secure, HIPAA-aligned implementation with Einstein Trust Layer controls
Smarter service, faster resolutions
The implementation of Agentforce yielded significant benefits for MagMutual’s Journey Consultants and their overall customer service experience:
- Reduced Call Resolution Times: Instant data access significantly decreased hold times, enhancing physician satisfaction.
- Proactive Risk Mitigation: AI-driven insights helped consultants identify risks early, reducing potential claims and boosting policyholder confidence.
- Increased Operational Efficiency: Automating knowledge retrieval and workflows allowed consultants to manage more cases effectively without adding headcount.
Going the extra mile
Implementing a new AI tool like Agentforce in a highly regulated industry requires thoughtful planning. To ensure a seamless deployment while maintaining strict access controls, the Zennify team worked closely with MagMutual, navigating complex security policies every step of the way.
As part of this effort, Agentforce was configured with the Einstein Trust Layer, providing critical HIPAA compliance mechanisms, including Data Masking on encrypted data, Audit & Feedback Monitoring, and Zero Data Retention policies with Large Language Model (LLM) providers.
Without direct access to MagMutual’s production environment, the team guided internal stakeholders through a self-deployment process, equipping them with the necessary resources and expertise for a smooth go-live. This included:
- A comprehensive step-by-step deployment guide, empowering MagMutual’s admins to implement Agentforce independently.
- Live support and troubleshooting to quickly address any roadblocks despite restricted system access.
- Custom dashboards and reporting tools to help MagMutual track adoption, measure performance, and continuously optimize the AI’s effectiveness.
“Our approach empowered their internal admins while maintaining security standards, proving that innovation and compliance can go hand in hand."
– Sam Kerr, Principal Architect, Zennify
Agentforce has transformed the way our consultants work. They can now provide faster, more informed responses, creating a smoother experience for both our team and the physicians we serve.
Development Director - CX Technologies
