Customer support · Production

Dental Intelligence uses Intercom to enable agents to handle 10 chats at a time vs 3 with Zendesk

The problem

Dental Intelligence had acquired multiple companies and needed to provide a universal, consistent customer support experience across all platforms, while scaling a rapidly growing support team.

First attempt

Previous tools like Zendesk and Salesforce did not deliver the chat experience Dental Intelligence needed, and Zendesk capped agents at a maximum of three concurrent chats.

Workflow diagram · grounded in source
1
Customer initiates chat
trigger
“Our customers always know how to reach us and have a wonderful, consistent experience with the bot as we triage their queries”
2
Bot pre-triages query
ai_action
“We can leverage Intercom's automation capabilities to effectively triage and get down to the nitty gritty before we've even spoken with the customer, which makes it a much more seamless and efficient experience for them, as well as for o…”
3
Route to inbox by priority and product
routing
“we can sort customer queries into different inboxes based on things like prioritization level, which product a customer is using”
4
Agent handles up to 10 concurrent chats
output
“makes it very easy for one of our agents to handle 10 chats at a time”
Reported outcome

With Intercom, each agent can handle 10 chats at a time compared to a maximum of 3 with Zendesk, allowing the team to resolve significantly more queries while maintaining an excellent customer experience.

Reported metrics
concurrent chats per agent (Intercom)10 chats at a time
concurrent chats per agent (Zendesk baseline)maximum of three
Customer query resolution volumeresolve way more customer queries
Time savings from automationsaves us a lot of time
Reported stack
Intercom
Source
https://www.intercom.com/customers/dental-intelligence
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

With Intercom, each agent can handle 10 chats at a time compared to a maximum of 3 with Zendesk, allowing the team to resolve significantly more queries while maintaining an excellent customer experience.

What tools did this team use?

Intercom.

What results were reported?

concurrent chats per agent (Intercom): 10 chats at a time; concurrent chats per agent (Zendesk baseline): maximum of three; Customer query resolution volume: resolve way more customer queries; Time savings from automation: saves us a lot of time (source-reported, not independently verified).

What failed first in this deployment?

Previous tools like Zendesk and Salesforce did not deliver the chat experience Dental Intelligence needed, and Zendesk capped agents at a maximum of three concurrent chats.

How is this customer support AI workflow structured?

Customer initiates chat → Bot pre-triages query → Route to inbox by priority and product → Agent handles up to 10 concurrent chats.

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