# How PepsiCo uses Agentforce

As published on [salesforce.com](https://www.salesforce.com/customer-stories/pepsico/). Captured by usedby on 2026-11-15.

- Company: [PepsiCo](https://www.usedby.ai/companies/pepsico.md)
- Tool: [Agentforce](https://www.usedby.ai/tools/agentforce.md)
- Industry: [Consumer Goods](https://www.usedby.ai/companies/industry/consumer-goods-fmcg.md)
- Teams: sales and service teams

## 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.

Summary written by usedby from the source page, in English. The figures are those of Agentforce and PepsiCo, not ours.

> 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.

> Embracing an AI-first world means reimagining an enterprise where humans and intelligent agents don’t just coexist, they collaborate.
>
> Athina Kanioura, CEO, Latin America and Global Chief Strategy & Transformation Officer

Source: [salesforce.com](https://www.salesforce.com/customer-stories/pepsico/), captured 2026-11-15.

## Other AI tools used by PepsiCo

- [Adobe Firefly](https://www.usedby.ai/tools/adobe-firefly.md) — Confirmed
- [Celonis](https://www.usedby.ai/tools/celonis.md) — Confirmed
- [Traversal](https://www.usedby.ai/tools/traversal.md) — Confirmed
- [Abnormal AI](https://www.usedby.ai/tools/abnormal-ai.md) — Observed
- [Arize AI](https://www.usedby.ai/tools/arize-ai.md) — Observed
- [Augury](https://www.usedby.ai/tools/augury.md) — Observed

## Agentforce users in Consumer Goods

- [SharkNinja](https://www.usedby.ai/companies/sharkninja.md) — Confirmed
- [Nestlé](https://www.usedby.ai/companies/nestle.md) — Observed

## What usedby checked

We compared the story with its live page on 2026-11-15.

- Checked: the passage quoted above is copied word for word from the page, near the name of PepsiCo.
- Checked: PepsiCo uses Agentforce. Confirmed line. Latest check across sources: 2026-11-15.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/pepsico-agentforce · How we check: https://www.usedby.ai/methodology