United StatesProfessional services2026 – ongoingBroughton Partners
Agentforce agents for claimant audit checks
Broughton Partners doubled its daily claimant audit capacity with 18 Agentforce agents
Problem
Broughton Partners connects law firms with claimants. Its Claimant Services team had to check identity, fraud, contract and medical details for each case by hand. Audit volume was limited by the size of that team.
Approach
The company built 18 Agentforce agents that read and interpret claimant information and flag exceptions for human review. Six of them assess medical record evidence in parallel and return one verification result. Rule-based checks with fixed answers run in Salesforce Flow and Apex instead. The agents do not reject claimants, and ambiguous findings go to specialists, with a log of who made or overrode each decision.
Results
Takeaway
Broughton Partners used agents only for checks that need reading and judgment, and kept fixed-answer checks in ordinary rules. Humans kept the final decision on every unclear case.
Categories
- Size
- Small business
- Industry
- Professional services
- Business function
- Production and quality
- Innovation type
- Process innovation
- AI technology
- AI agents
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
Salesforce describes how Broughton Partners used 18 Agentforce agents for audit checks on identity, fraud, contracts and medical details. It reports twice the daily audit capacity with better quality and 70% more cases verified.
Full details are in the original sources.