Henry Schein Australia, a dental and medical supply distributor, deployed Salesforce Agentforce for customer chats, most of which were order questions. Its implementation partner reports Agentforce now handles 70% of incoming enquiries.
Reported outcomes
Outcomes are reported exactly as stated by the source; we have not independently audited them.
How it works
- Agentforce answers "Where's my order?" and order-change chats.
- Complex interactions handed to human agents.
Risks & compliance
- Order and pricing accuracy for regulated healthcare products
- Partner-published results; not independently audited
Healthcare cases cover operational and commercial workflows. Nothing here is medical advice or a claim about a device's or drug's efficacy.
Casefile: MedTech angle
Order-status agents for distributors mirror what device companies field from hospitals and ASCs.
Tools mentioned & how to build it
Disclosure: Some links may earn us a commission; it never affects grades. Tools are listed by fit to this case, never by payment.
Tools mentioned
- Agentforce (Salesforce)
Salesforce's agent platform across service, sales and field service.
Build a version yourself
- n8n
Open-source workflow automation with AI agent nodes; self-host or cloud. - Relevance AI
Build an 'AI workforce' of agents, e.g. BDR agents that research and book meetings. - HubSpot (Breeze agents)
SMB-friendly CRM with Breeze AI agents for prospecting and support.
Sources
“Today, Agentforce handles 70% of incoming enquiries”70% of Customer Chats Now Handled by AI – Agentforce Transforms Henry Schein’s Service
Grade rationale: Named organization with a quantified outcome from the vendor or the organization itself (self-reported). Automated check on Oct 17, 2026: 1/1 quotes and 1/1 outcome claims matched the source. Compiled by the Agent Casefile research desk (AI-assisted; see methodology). Spot an error? Request a correction.
