Bumrungrad Hospital and IEAT (Industrial Estate Authority of Thailand) join forces with Salesforce to revolutionize services in the era of AI-powered AI.

Bumrungrad Hospital and IEAT (Industrial Estate Authority of Thailand) announce the successful integration of Salesforce's Agentforce to upgrade the organization into a full-fledged Agentic Enterprise. The initiative aims to utilize intelligent AI to provide comprehensive 24/7 patient care, strengthening service levels to attract global investors in real-time. This serves as a tangible model for AI-powered business transformation in Thailand.

April 3, 2569 – The era of AI experimentation has ended, as two major Thai organizations, Bumrungrad International Hospital and the Industrial Estate Authority of Thailand (IEAT), announced their full transition to the “Agentic Enterprise” era. They are adopting Agentforce, the latest Agentic AI solution from Salesforce, as their core driver, focusing on providing seamless, fast, and personalized services in real-time, 24/2.

Bumrungrad: Transforming from a Smart Hospital to an Anemic-era Hospital.

Mr. James McLeary, Chief Information Officer, Bumrungrad Hospital. Bumrungrad Hospital, a global leader in healthcare, has elevated its patient care standards to a new level by transitioning from a Smart Hospital to an “Agent Hospital,” utilizing AI agents as intelligent assistants to manage the entire patient care lifecycle.

With over one million patients annually, Bumrungrad has deployed Agentforce at its customer service center to accurately verify patient identities and match data, reducing complex processes and waiting times. In addition, the AI ​​Agent can automatically handle appointment and facility-related inquiries, and accurately summarize and categorize cases for forwarding to relevant medical teams and staff.

“This is a significant turning point in healthcare. We are moving towards a future where every touchpoint, from appointments to billing, can be processed by AI agents, enabling humans and technology to work seamlessly together for the best possible patient care.”

IEAT: Strengthening AI Core Services to Attract Global Investors

Mr. Napong Ariyawat, Director of Digital Division, IEAT (Industrial Estate Authority of Thailand). It was stated that this adjustment lays the foundation for the sustainability of the Thai economy. In the industrial sector, IEAT has chosen Agentforce as the core of its Investor Engagement strategy, aiming to provide a world-class service experience to the investor community in all 81 industrial estates nationwide.

Agentforce will function as a virtual assistant, providing real-time support to investors by offering advice on incentives, investment procedures, and selecting the most suitable industrial estate location for each project. The system will integrate in-depth data through a single platform, enabling the Industrial Estate Authority of Thailand (IEAT) to shift from a reactive to a proactive, data-driven approach, reducing communication delays and fostering transparency in accordance with international standards.

Pushing boundaries towards an AI Agent-driven organization.

Paul Carvooney, Senior Vice President and General Manager, Salesforce for ASEAN. The statement praised the courage of both organizations in pioneering the creation of tangible business value, noting that Agentforce is not merely assisting with general tasks but is evolving to solve complex problems independently.

This shift by Thai organizations towards the Agentic Enterprise era is a crucial strategy for addressing demographic challenges such as an aging society and a shortage of digital skills. The use of AI agents fills these gaps and empowers personnel to focus on higher-value tasks.

The success of Bumrungrad and the Industrial Estate Authority of Thailand (IEAT) is therefore not just about adopting technology, but about creating a new standard for Thai industry in transforming working methods to open doors to new opportunities and revenue streams in the sustainable digital age.

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