Enterprise AI Governance Architecture for Salesforce-Based Healthcare CRM Platforms: A Pattern-Oriented Framework for Regulated AI
DOI:
https://doi.org/10.63282/3050-9246.IJETCSIT-V5I3P121Keywords:
Artificial Intelligence, AI Governance, Health Cloud CRM, Agent force, Agentic Artificial Intelligence, Healthcare IT, Insurance Platforms, Salesforce ArchitectureAbstract
Artificial intelligence is moving rapidly from experimentation to day-to-day operations in healthcare and insurance platforms, especially in customer relationship management systems that support service workflows, care coordination, claims guidance, and member engagement. This shift creates a difficult but important question for regulated enterprises: how can AI be introduced into cloud CRM environments without weakening compliance, explainability, operational trust, or human accountability? This paper proposes a practical governance pattern library for regulated cloud CRM platforms, with a focus on healthcare and insurance environments using modern cloud services, workflow orchestration, and data activation layers. The article develops a design-oriented reference framework that brings together policy controls, human-in-the-loop review, consent-aware data usage, prompt and model governance, auditability, and release discipline. Rather than treating AI governance as a legal checklist alone, the paper presents it as an enterprise architecture concern that must be embedded into platform design, delivery governance, and operating workflows. The main contribution is a practitioner-oriented framework that helps organizations scale AI-enabled CRM functions while preserving trust, resilience, and regulatory readiness.
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References
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