Salesforce-based Ai Health Support For Customer Relationship Management(crm) Using Nlp And Predictive Analytics

• Author(s):

  Hemalatha K | Santhiya S | Monish Kumar S | Prof. Mrs. X. Anitha Sarafin | Prof.Dr.A Geethapriya

• Keywords:

  Artificial Intelligence In Healthcare, Salesforce Customer Relationship Management, Natural Language Processing, Sentiment Analysis, Predictive Insights, Appointment Routing, Case Escalation, Healthcare Automation.

• Abstract:

  Healthcare Smart Support Is An Artificial Intelligence (AI)–based Healthcare Support Management System Developed Using The Salesforce Customer Relationship Management (CRM) Platform And A Python-based Natural Language Processing (NLP) Engine. Patients Submit Requests Through The Web-to-Case Feature In Salesforce CRM, Which Automatically Creates Case Records. Non-clinical Requests Such As Billing, Insurance, Fraud, And Service Issues Are Converted Into Feedback Records For Sentiment Evaluation, While Appointment Requests Require Selection Of Medical Specialization And Are Routed Automatically To The Appropriate Medical Queue.A Scheduled Apex Batch Process (Salesforce Server-side Automation Program) Securely Sends Feedback Text To A Python NLP Service Hosted On The Python Anywhere Cloud Platform. The System Uses The VADER (Valence Aware Dictionary And SEntiment Reasoner) Model To Analyze Sentiment Score, Sentiment Label (Positive, Negative, Neutral), Escalation Probability, And Healthcare Keywords. I Developed An AI-based Healthcare Support System That Analyzes Patient Data To Identify Risk Levels. The Results Are Returned To Salesforce CRM, Where Predictive Insights Are Generated And Alerts Are Sent Automatically To Improve Patient Care And Support Efficiency.

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Other Details

• Paper id:

  IJSARTV12I3104774

• Published in:

  Volume: 12 Issue: 3 March 2026

• Publication Date:

  2026-03-24

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