# How is Oviva using Agentforce for patient support?

> Oviva, a digital health provider for weight-related conditions, uses Salesforce Agentforce trained on its FAQs as first-level patient support. Salesforce reports more than 7,000 queries handled in the first two months, about 40% fully resolved by Agentforce.

- **Evidence grade:** B — Named organization with a quantified outcome, from the vendor or the organization's own announcement.
- **Organization:** Oviva (digital health provider (weight-related conditions))
- **Industry:** Hospitals & Health Systems — Digital health / chronic care
- **Roles:** Patient Access & Outreach, Customer Support
- **Tools:** Agentforce (Salesforce); Experience Cloud (Salesforce)
- **Status:** production · **Agent pattern:** autonomous-agent · **Autonomy:** 3/4
- **Last verified:** 2026-10-17

## Reported outcomes
- queries handled (first two months): more than 7,000 [1] (self-reported)
- fully resolved by AI: around 40% [1] (self-reported)

## How it works
1. Agentforce answers patient FAQs on Experience Cloud.
2. Unresolved issues are routed to staff via Omnichannel Routing.

## Risks & compliance
- Health data protection (GDPR); no clinical advice
- Vendor-published results

## Sources
1. Salesforce, "Trailblazer Story: Oviva" (undated; accessed 2026-10-17) <https://www.salesforce.com/eu/blog/trailblazer-oviva/>
   > "In just the first two months, more than 7,000 support queries have been handled this way, with around 40% fully resolved by Agentforce."

Canonical: https://agentcasefile.com/cases/oviva-agentforce-patient-self-service/ · License: CC BY 4.0 (summary) · Source: Agent Casefile