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

3Shape provides dental scanning technology and a software ecosystem that helps dental professionals digitalize their workflows and achieve better patient outcomes. They serve customers in over 100 countries, and their technology is used to scan more than 25 million patients each year. To serve their global customer base, 3Shape’s support organization assists dental professionals across phone, email, and chat.

To further improve response times and extend global availability, 3Shape deployed ElevenAgents across two channels:

• AI web widget: A chat and voice agent embedded across 3Shape's core websites, handling common questions, troubleshooting, and surfacing relevant knowledge resources.
• Omnichannel support agent: A conversational agent to provide first-line support and route cases to specialists when needed.

Both are designed to make customer support faster and more consistent without sacrificing quality and keeping 3Shape's human experts involved in complex cases.

Meeting customers where they are

Voice is the primary channel 3Shape's customers reach for when they need help. As voice remains the primary support channel for many customers, 3Shape focused on delivering a natural and transparent support experience.

3Shape built transparency into the experience from the start. Users always know they are interacting with AI, and they always have the option to escalate to a human. ElevenAgents' research-backed voice models, including advanced turn-taking and interruption handling, helped deliver the natural conversational quality their customers expect.

The agents handle common questions, walk customers through troubleshooting, surface relevant knowledge resources, and hand off to specialists when needed.

Empathetic tone and a human-like feel are super important in support. We want to ensure that our customers feel understood and not processed.

- Jannes Koopmann, Sr. AI Business Owner, 3Shape

Moving quickly from concept to production

3Shape evaluated multiple vendors. The priority was finding a platform where they could demo against real use cases and reach production quickly without sacrificing quality.

Configuring end-to-end workflows, refining tone of voice, and ensuring consistent conversation steering all happened within the platform. Because ElevenAgents is configurable across models, voices, and deployment channels, 3Shape's team could iterate without waiting on a vendor services team.

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.

We selected ElevenLabs because we had the confidence that we could get to a solution faster and at the quality that we're aiming for. We needed to easily configure agents, test them against real interactions and edge cases, and add the tooling and guardrails to bring them into production.

- Jannes Koopmann, Sr. AI Business Owner, 3Shape

Why ElevenLabs

3Shape chose ElevenAgents for voice quality, speed to production, and built-in tooling for iteration and control. Key factors included:

• Vertically integrated stack: All models and orchestration are co-located in ElevenAgents, eliminating network hops to deliver industry-leading latency and human-like voice quality.
• Omnichannel deployment: 3Shape launched both web widget and phone from a single platform configuration.
• Guardrails and conversation steering: Consistent agent behavior across thousands of weekly interactions, with built-in tools for transcript review and call flow analysis.
• Future-proof: Every model improvement lands automatically, with no replatforming required.

Impact and results

3Shape's focus has been on delivering customer outcomes rather than automating for automation's sake. The agents increasingly give customers access to 24/7 support across web and phone channels, with a consistent, human-like experience and a clear path to a human specialist when needed.

ElevenAgents helped us deliver better customer experiences. Our customers can access support instantly, get answers quicker, and resolve issues outside of working hours.

- Jannes Koopmann, Sr AI Business Owner, 3Shape

What's next

3Shape is continuing to continuously improve agent performance based on customer interactions. The team is focused on deepening resolution capabilities and extending AI-assisted support across additional workflows.