The use case: how PepsiCo deploys Agentforce
PepsiCo plans to use Agentforce in its North America and Latin America call centers to give smaller retailers that rarely get in-person visits instant help with routine inquiries such as order status. Retailers would reach it through an online portal chat or by phone, and complex or frustrated cases would escalate to a live rep.
In the customer’s words
Embracing an AI-first world means reimagining an enterprise where humans and intelligent agents don’t just coexist, they collaborate.Other AI tools used by PepsiCo
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This breadth of context will make Agentforce well-equipped to handle routine inquiries like “Where’s my order?” or “Why did I only receive 80 items instead of 100?” If it detects frustration, profanity, or complex issues, it’ll seamlessly escalate to a live rep.