Case Study: Takeda achieves citation-backed medical responses at scale with Salesforce Agentforce

Takeda handles 25,000+ HCP requests with Salesforce

Takeda, a global biopharmaceutical company, faced the challenge of manually responding to complex inquiries from healthcare providers (HCPs), a time-consuming process that required searching through vast amounts of regulated medical literature to draft compliant, citation-backed responses. To address this, they partnered with Salesforce to implement Agentforce, aiming to accelerate the transformation of this information into trusted insights.

The solution involved building an AI Medical Information Agent (AIMI) on Salesforce's Agentforce to streamline the research process. This provided staff with relevant, citation-backed source material to draft responses more efficiently. The results were significant, with Salesforce's solution handling over 25,000 HCP requests and ingesting more than 3,100 medical documents, transforming insights into actionable intelligence in hours instead of weeks.

Takeda