AI-Powered
Customer Support
Henry Schein transformed customer support operations using AI-powered automation, enabling 70% of customer chats to be resolved instantly
Score (NPS)
About Henry Schein
Henry Schein is a global healthcare solutions provider serving dental, medical, and animal health professionals across international markets. With more than 90 years in operation, the organisation supports over one million customers through a broad portfolio of healthcare products, services, and technologies
Context: Modernising customer support operations through AI-driven service automation and intelligent order tracking
What Was Overwhelming Support
01High volumes of repetitive customer queries overwhelmed support teams
02Delayed response times negatively impacted customer satisfaction
03Manual support processes limited scalability during peak demand periods
04Customer service agents spent excessive time handling low-value order tracking requests
05Existing support operations struggled to balance efficiency with personalised customer engagement
How Decision Inc. Delivered
- 24/7 support
- Multiple languages and time zones
- Natural language understanding
- Interprets customer intent
- Responds with contextual accuracy
AI-Powered Customer Support Assistant
Implemented Salesforce Agentforce to automate customer support interactions and streamline order enquiry management
24/7 Multilingual Support Capability
Delivered always-on AI-driven support capable of assisting customers across multiple languages and time zones
Natural Language Understanding
Enabled conversational AI interactions capable of interpreting customer intent and responding with contextual accuracy
Integrated Order Tracking Experience
Connected the AI assistant to backend order systems, allowing customers to receive real-time order status updates instantly
Scalable Support Automation Framework
Designed a scalable AI support environment capable of reducing operational pressure on customer service teams while improving service responsiveness
What Henry Schein Now Has
70% of customer chats were successfully handled by Agentforce
Customers gained instant, self-service access to order tracking information
Customer service response times improved significantly
Support teams were freed to focus on higher-value customer interactions
Support operations became more scalable during high-demand periods
Customer experience improved through faster, more seamless digital engagement
"ProQuest's expert implementation of Agentforce has helped us provide faster, more efficient service to our customers while significantly reducing call centre demand. This is a game changer for how we deliver real-time support."
The Technology
ProntoFormsCloudGoogle CloudReady to AutomateCustomer Support?
Talk to our team about putting AI agents to work in your customer service operation.
