Customer support · Production

3Shape expands global dental support with AI voice and chat agents from ElevenLabs

The problem

3Shape needed to improve response times and extend around-the-clock support availability to dental professional customers across more than 100 countries, where voice is the primary support channel.

Workflow diagram · grounded in source
1
Customer contacts support
trigger
“Voice is the primary channel 3Shape's customers reach for when they need help”
2
AI handles questions and troubleshooting
ai_action
“The agents handle common questions, walk customers through troubleshooting, surface relevant knowledge resources, and hand off to specialists when needed”
3
Route to specialist
routing
“route cases to specialists when needed”
4
Human specialist handles complex cases
human_review
“keeping 3Shape's human experts involved in complex cases”
5
Ongoing QA via transcript review
feedback_loop
“The 3Shape team does ongoing QA by reviewing transcripts and call flows directly in ElevenLabs, catching edge cases and improving agent behavior against actual production conversations”
Reported outcome

3Shape's AI agents now provide 24/7 support across web and phone channels, allowing customers to access help instantly, get answers quicker, and resolve issues outside of working hours.

Reported metrics
Support availability24/7 support across web and phone channels
Support access speedaccess support instantly
Answer speedget answers quicker
After-hours issue resolutionresolve issues outside of working hours
Reported stack
ElevenAgentsElevenLabs
Source
https://elevenlabs.io/blog/3shape-expands-global-dental-support-with-ai-voice-and-chat-agents-from-elevenlabs
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

3Shape's AI agents now provide 24/7 support across web and phone channels, allowing customers to access help instantly, get answers quicker, and resolve issues outside of working hours.

What tools did this team use?

ElevenAgents, ElevenLabs.

What results were reported?

Support availability: 24/7 support across web and phone channels; Support access speed: access support instantly; Answer speed: get answers quicker; After-hours issue resolution: resolve issues outside of working hours (source-reported, not independently verified).

How is this customer support AI workflow structured?

Customer contacts support → AI handles questions and troubleshooting → Route to specialist → Human specialist handles complex cases → Ongoing QA via transcript review.

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