How Agentforce Enhances Customer Experience

🥤Just explored an incredible customer story at Dreamforce that perfectly illustrates what "becoming an Agentic Enterprise" actually means in practice. PepsiCo - yes, the company behind Lay's, Doritos, Gatorade, and Pepsi - is deploying Agentforce across their global operations. And the scale is staggering. 🎯 THE CHALLENGE
👥 100,000+ employees using Salesforce to manage: * 🛒 120,000 field sales reps keeping shelves stocked * 🏪 1M+ small retailers (mom-and-pop shops, bodegas, gas stations) * 🚚 25,000+ delivery routes * 🚛 One of North America's largest private fleets ⚠️ Problem: Big retailers like Walmart get daily visits. Small retailers don’t — but they represent huge volume. Missing one day of shelf presence = significant revenue loss. 💡 THE SOLUTION
Agentforce deploying across 100+ contact centers to give smaller retailers instant assistance through online portal or phone (Agentforce Voice). 🧩 The stack: * 📊 Data Cloud — Unifies data across all systems, zero-copy architecture * 🤖 Agentforce — Handles basic inquiries with access to real-time catalogs, inventory, promotions * 🚚 Consumer Goods Cloud — 120,000 field reps get planograms, route planning, metrics * 📞 Service Cloud — B2B portal for retailers * 📱 Marketing Cloud — Personalized retailer communications * ⚙️ Field Service — Managing fleets and equipment * 🔗 MuleSoft — Integrating enterprise systems 💬 THE QUOTE
Athina Kanioura, Chief Strategy & Transformation Officer:
"Embracing an AI-first world means reimagining an enterprise where humans and intelligent agents don't just coexist, they collaborate." 📈 THE IMPACT * ✅ Agentforce handling nearly all basic inquiries ("Where's my order?" "Why short shipment?") * 🙌 Human teams freed for high-value relationships * 🤝 Better retailer engagement (feedback becomes faster, simpler) * 🚀 20 future use cases identified — personalized recommendations to AI-generated planograms 🎯 WHY THIS MATTERS
This isn't a pilot. PepsiCo (320,000 employees, $92B revenue) is one of the first major CPG companies deploying Agentforce at scale. This is what the Agentic Enterprise looks like in traditional, asset-heavy business: * ✅ 100,000+ employees empowered by unified platform * ✅ Digital labor scaling support to millions of retailers * ✅ Human workers elevated to strategic work * ✅ Data unified across apps and geographies * ✅ Integration as competitive advantage 🙌 Not replacing 120,000 field reps. Augmenting them. Giving small retailers who couldn't get daily visits the same service as major accounts. ⚡️ That's the digital labor economy in action. When a company this size goes "all in" on Agentforce, it validates this isn’t just tech hype. It’s the future of complex global operations. Check out my interview with Tracy Matis VP Transformation and CX at PepsiCo. #Salesforcepartnership

The future of work is here, and it’s a hybrid workforce of humans and trusted agents. Companies who are deploying AI agents to augment human employees are already seeing the limitless opportunities of digital labor. Take for example reMarkable, a company dedicated to bringing distraction-free digital writing to the world. reMarkable is growing at a rapid pace, and acquiring more customers than its human workforce can handle on their own. I sat down with Nico Cormier, the company’s Chief Technology Officer, to learn how Agentforce has eased their growing pains. reMarkable augmented their customer service reps with their first agent, “Mark”, who handles a large portion of incoming service requests and has even increased the company’s NPS score. After seeing Mark’s success, the company stood up its second agent, “Saga”, integrated into Slack, to enable more streamlined internal IT support for employees. With the help of Mark and Saga, reMarkable’s human employees can focus on higher-value, more strategic work, while digital labor takes care of routine and time-consuming tasks. The result? Increased efficiency, better customer satisfaction, and a more empowered workforce. With Agentforce, deeply integrated into Slack, companies like reMarkable are not just adding another tool to their arsenal; they’re creating a smarter, more intuitive way to work.

The old way: Manual screening of thousands of CVs. The new way: #Agentforce. Capita's contact centre job listings attract tens of thousands of applications. Customers need those centres staffed up fast. But manual workflows have slowed the process, impacting candidates and customers. That’s why Capita's recruitment-as-a-service will use Salesforce Agentforce #AI agents to automate candidate matching and engagement. So they can help their customers fill business-critical roles – fast. Agentforce will help Capita quickly transform the recruitment process by autonomously taking action on early-stage tasks, such as enabling candidates to find jobs that fit their needs, assessing thousands of CVs in seconds, and narrowing the candidate pool for a potential match. For example, a recent graduate might come to Capita’s website looking for a position. Agentforce will ask what they’re looking for, prompt them to upload their CV, instantly analyse it, and suggest relevant roles. Once they apply, Agentforce can then suggest next steps for the human recruiter, helping them move qualified candidates through the hiring process faster — a significant advantage for businesses that need to keep thousands of roles filled or staff up quickly for holiday seasons and peak campaigns. Read their story: https://lnkd.in/eZpjbfS9

Customer service in government isn’t just about resolving issues, it’s about building trust and #efficiency. That’s why the success of #Agentforce, Salesforce’s AI-powered assistant, is a game changer. As highlighted in CX Today, 85% of Salesforce’s own customer queries are now resolved by Agentforce— demonstrating how AI can streamline support, reduce wait times, and free up human agents for more complex cases. Imagine what this could mean for government agencies: Faster, more accurate citizen services: AI-powered assistants can quickly address common inquiries, from benefits applications to tax filings. Empowered #publicsector employees: By handling routine requests, AI allows government teams to focus on high-value, human-centric work. Greater efficiency and cost savings: Automating repetitive tasks reduces operational costs while improving service delivery. With built-in transparency, security, and oversight, AI solutions like Agentforce can help governments better serve communities while maintaining the highest standards of #compliance. The future of public service is about empowering employees with the right tools. Let’s build a smarter, more responsive government together. https://lnkd.in/eXggxBKm

At Salesforce, we believe AI agents represent more than just tools—they’re teammates. As organizations face pressure to scale with constrained resources, digital labor is emerging as a strategic advantage. In my recent conversation with The Wall Street Journal, I shared how companies like Formula 1 and Precina Health are already seeing measurable business value from Agentforce: Formula 1 is deploying AI agents to help fans troubleshoot streaming issues in real time. Instead of calling support, fans will get proactive assistance tailored to their device, operating system, and location. The company expects to cut case resolution time by 50%. Precina Health, a telemedicine provider specializing in Type 2 diabetes care, used to spend hours pulling data from disparate EMR platforms and lab reports. Now, Agentforce consolidates that information instantly and suggests next steps—like identifying patients who need a check-in. The company expects $25,000 in annual savings per provider while improving patient care.These stories are just the beginning. From improving operational efficiency to enhancing the employee experience, AI agents are redefining how work gets done—and how businesses grow. Read more here: https://lnkd.in/gqK6vXZy