# How is Henry Schein Australia using Agentforce for customer chats?

> 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.

- **Evidence grade:** B — Named organization with a quantified outcome, from the vendor or the organization's own announcement.
- **Organization:** Henry Schein Australia (dental and medical supply distributor)
- **Industry:** Medical Devices & Diagnostics (MedTech) — Dental & medical supply distribution
- **Roles:** Customer Support
- **Tools:** Agentforce Service Agent (Salesforce)
- **Status:** production · **Agent pattern:** autonomous-agent · **Autonomy:** 3/4
- **Last verified:** 2026-10-17

## Reported outcomes
- enquiries handled by AI: 70% [1] (self-reported)

## How it works
1. Agentforce answers "Where's my order?" and order-change chats.
2. Complex interactions handed to human agents.

## Risks & compliance
- Order and pricing accuracy for regulated healthcare products
- Partner-published results; not independently audited

## MedTech angle
Order-status agents for distributors mirror what device companies field from hospitals and ASCs.

## Sources
1. ProQuest IT (implementation partner), "70% of Customer Chats Now Handled by AI – Agentforce Transforms Henry Schein’s Service" (undated; accessed 2026-10-17) <https://proquestit.com/insights/henry-schein-agentforce-service-chats/>
   > "Today, Agentforce handles 70% of incoming enquiries"

Canonical: https://agentcasefile.com/cases/henry-schein-australia-agentforce-order-chats/ · License: CC BY 4.0 (summary) · Source: Agent Casefile