ProQuest implements AI automation for customer service teams that handles high-volume, routine interactions automatically. Our solutions are designed to free up customer service agents for complex problem-solving while ensuring consistent, accurate responses to standard inquiries across all channels. Trusted by service teams including Henry Schein and other leading Australian businesses.
ProQuest was the first organisation in ANZ to sign an Agentforce deal, which means more real implementation experience than any other partner in the region.
Customer Service implementations are designed with service quality standards and customer satisfaction metrics built in from the start, not added later.
The results speak for themselves: Henry Schein achieved 70% of customer chats now handled automatically.
The Challenges Facing Customer Service Teams Right Now
Customer expectations
Repetitive tickets consume 80% of agent time while complex issues get delayed. Manual routing creates bottlenecks and inconsistent response quality across channels.
Support staff capacity
Repetitive enquiries consume valuable agent time that could address complex customer issues. Automation becomes essential for sustainable service delivery.
Quality and consistency pressure
Response time targets are contractual obligations that cannot be compromised. Customer satisfaction metrics directly impact renewal rates and business retention.
Where AI automation Delivers Value in Customer Service
Instant query resolution
AI automation for customer service is already handling this for ProQuest clients. Agentforce answers routine customer questions instantly, gathers information and escalates complex issues without manual effort. Henry Schein achieved 70% of customer interactions automated using AI built by ProQuest.
Agentforce monitors customer interactions to ensure consistent quality and flags issues that need human attention, all within Salesforce. Every interaction remains traceable and aligned with your service standards.
Proactive customer support
Routine customer inquiries are resolved instantly using approved knowledge sources, keeping response times fast and freeing the team for complex issues requiring human expertise.
Customer context preparation
Before every customer interaction, Agentforce surfaces relevant account history, previous issues and notes automatically. Support staff arrive prepared rather than spending time chasing information across systems.
Henry Schein: 70% of Customer Chats Now Automated
Henry Schein Australia handles thousands of customer interactions every day across dental and medical supply customers. Order tracking, account queries and routine product questions were consuming agent bandwidth that should have been reserved for complex service issues.
ProQuest implemented AI automation for customer service teams inside Salesforce. Agentforce retrieves live order information, answers common questions and routes anything complex to the right agent with full context already prepared. The team's capacity effectively increased without adding a single person.
The results : ✓ 70% of customer chats now handled by AI automation ✓ Live order tracking without manual agent involvement ✓ Consistent, fast responses across all customer interactions ✓ Customer service team focused on conversations that need them most
"ProQuest was amazing. I cannot thank them enough for their hard work, commitment and dedication to the Service Cloud project." Joshua Olds, Head of IT, Kogan
Built for High-Volume, Customer-Focused Environments
Customer service teams operate under pressure to handle high enquiry volumes whilst maintaining quality and consistency. AI automation implementations with ProQuest are designed with response time requirements, quality standards and escalation protocols built in from the start.
Every deployment is structured to support:
Response time targets across all customer interactions and inquiry types
Agentforce operates within Salesforce's existing security and permission framework to ensure customer data is protected and interactions are secure.
Full interaction history, so every customer interaction is traceable, consistent and quality-assured
Customer satisfaction monitoring, using Agentforce to track satisfaction metrics and flag declining service quality
Intelligent escalation, with AI-assisted routing that ensures complex issues reach the right specialist while routine inquiries are resolved instantly
What Engagement Typically Looks Like
Organisations engage ProQuest to:
✔ Validate which AI automation use cases will deliver value fastest in their customer service environment
✔ Understand how AI automation fits within their existing Salesforce architecture and data
✔ Design governance, escalation paths and controls from day one
✔ Roll out Agentforce in phases that build confidence and improve customer satisfaction
✔ Avoid rework by learning from real-world customer service implementations
This is not about experimentation for its own sake. It is about building capability that works inside a high-volume, customer-focused environment and scales responsibly from there.
Ready to see what ProQuest can do with AI automation for your team?
Henry Schein and Kogan both chose ProQuest for customer service automation - each handling different volumes and complexity. Whether you're managing thousands of daily enquiries or seasonal spikes, our approach focuses on identifying the highest-impact automation opportunities in your environment.
Can AI automation handle high-volume customer service environments?
Yes. AI automation is built to scale and can handle high enquiry volumes while maintaining consistent quality. It operates within Salesforce's existing security and permission frameworks, making it well suited to customer service environments handling thousands of interactions daily. ProQuest designs every implementation with quality and response time requirements built in from the start.
Do we need perfect customer data before starting?
No. Most organisations do not start with perfect data, and that is expected. A key part of early implementation work is identifying which use cases can safely deliver value with your current data, and where quality improvements will unlock further gains over time. Implementations are designed to work with reality, not idealised assumptions.
How quickly can we expect to see improvements in response times?
Will Agentforce replace our customer service staff?
Can Agentforce work across multiple Salesforce clouds, such as Service Cloud and Commerce Cloud?
What makes ProQuest different from other Agentforce partners?
Value is often demonstrated within weeks when starting with focused, high-impact use cases. The typical approach is to validate a use case, prove value in a controlled scope, then expand as confidence grows. Henry Schein achieved significant automation of customer chat handling. This was achieved without lengthy or disruptive implementation.
No. Agentforce handles the routine, time-consuming enquiries that pull support staff away from complex customer issues. The goal is to give your team more time for the conversations that require human judgement, empathy and expertise, not to remove them from the equation. The customer service teams achieving the best results are using Agentforce to make their people more effective, not fewer.
Yes. Agentforce is built into the Salesforce platform, which means it works across Service Cloud, Commerce Cloud, Sales Cloud and other products in your existing environment. ProQuest has experience deploying Agentforce across complex, multi-cloud Salesforce setups and can advise on the right architecture for your customer service team.
ProQuest was the first organisation in ANZ to sign an Agentforce deal, which means deeper implementation experience in customer service automation than any other partner in the region. The team has delivered outcomes for ecommerce platforms, SaaS companies and retailers, and every implementation is designed with response time targets, customer satisfaction standards and quality consistency in mind from day one, not as an afterthought.
ProQuest works to empower companies in Australia and New Zealand to achieve higher performance through the delivery of tailored Salesforce solutions using disciplined Agile Scrum methodology.
We bring customer's vision to life through efficient delivery of innovative and transformative solutions powered by Salesforce.
Contact
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• The Executive Centre Level 22, Salesforce Tower, 180 George St, Sydney NSW 2000
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