B. Braun Agent Experience

B. Braun is one of the world's leading medical technology and pharmaceutical companies, with over 65,000 employees and a global presence in more than 60 countries. With a focus on protecting and improving the health of people around the world, B. Braun combines clinical expertise with technological innovation to deliver advanced healthcare solutions.

To support its global service transformation, B. Braun partnered with DIA to explore the potential of AI-driven customer experiences. Through Agentforce pilots and Salesforce-based innovation formats, the company is building a scalable, data-centric service architecture, one that empowers both patients and professionals across complex healthcare ecosystems.

How does it work?

Challenge

B. Braun set out to transform its global customer service model by introducing more efficiency, personalization, and intelligence into core processes. However, delivering on this ambition meant going beyond standard automation: the company required flexible, AI-powered agents capable of supporting real-world complexity. At the same time, the foundation for such innovation had to be data-driven, scalable, and fully integrated across teams and tools.

Service Transformation

Real-world Complexity

Data Integration

Solution

As part of its innovation journey, B. Braun participated in an Agentforce Hackathon – a format developed by DIA in collaboration with Salesforce. In just two days, cross-functional teams co-created functional AI prototypes aimed at automating repetitive tasks, improving knowledge access, and enabling smarter agent handoffs. In parallel, we started a project to centralize service data, power AI workflows, and support scalable rollouts across regions.

Hackathon

Data Cloud

Service Agents

Results

The Agentforce pilots enabled B. Braun to quickly test and validate the impact of AI in real service scenarios from intelligent response handling to integrated voice-based support. Teams gained hands-on experience with generative agents, while leadership teams identified high-impact use cases for broader rollout. The Salesforce Data Cloud now provides the foundation for intelligent automation, seamless customer handovers, and future-ready service experiences.

Voice-based Support

Impact Use-Cases

Intelligent Automation