International Journal on Science and Technology

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Ethical AI Governance in Healthcare CRM Systems

Author(s) Brahmananda Naidu Dabbara
Country United States
Abstract Artificial Intelligence (AI) is reshaping healthcare customer relationship management (CRM) systems by enabling intelligent patient engagement, predictive care coordination, workflow automation, and personalized communication. However, deploying AI in healthcare raises complex ethical challenges related to privacy, fairness, transparency, accountability, and regulatory compliance. Unlike traditional sectors, healthcare decisions can directly affect patient well-being, access to services, and trust in institutions. This paper proposes a comprehensive framework for Ethical AI Governance in healthcare CRM systems built on the Salesforce ecosystem. The model integrates Salesforce Health Cloud, Salesforce Data Cloud, Einstein AI, Salesforce Shield, automation tools, analytics, and interoperability layers to build trusted enterprise AI systems. The study presents a reference architecture, a governance operating model, a measurable KPI framework, and an implementation roadmap for responsible AI in healthcare. The findings show that ethical AI governance is not merely a compliance requirement but a strategic enabler of scalable, patient-centric digital transformation. This paper offers a practical, publishable blueprint for healthcare organizations, system architects, regulators, and enterprise leaders adopting AI-enabled CRM platforms.
Keywords Ethical AI, Healthcare CRM, Salesforce, Health Cloud, Data Governance, Explainable AI, Patient 360, Responsible AI, Healthcare Informatics, Enterprise Architecture
Field Engineering
Published In Volume 17, Issue 2, April-June 2026
Published On 2026-05-10
DOI https://doi.org/10.71097/IJSAT.v17.i2.11021
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