The image displays a computer monitor showing Salesforce's Service Cloud platform with an Agentforce side panel. Within the interface, an agent is managing an inbound customer query and drafting a response using AI-generated draft suggestions.

Agentforce analyzes Nestlé’s retailer requests for faster replies

Agentic service support reads emails, drafts replies, and uses real-time order data to help service reps respond faster.

October 23, 2026

The results

55 %

automation potential in selected B2B service interactions

Serving a vast partner network

Nestlé is one of the world's largest food and beverage companies, serving millions of consumers through a network of B2B retail partners that includes big-box retailers, local grocery stores, and gas stations. Supporting a business of that scale meant Nestlé's customer service teams managed a constant stream of emailed requests from retail partners every day.

Many of those inquiries involved routine administrative tasks — such as password resets and credential updates — or requests for order status. Fulfilling the latter required reps to manually search multiple systems for SAP order information, a process that could take several minutes. While often straightforward, these tasks added up, making it harder for reps to respond quickly and deliver the level of service Nestlé expects for their retail partners.

Agentic email review and drafting

To serve its retail partner network more efficiently, Nestlé introduced Agentforce to streamline responses to inbound B2B customer service emails. In early pilot scenarios, when a retailer sends an email, Agentforce analyzes the request and prepares a draft response, helping Nestlé's customer service team respond faster. For example, if a retailer needs to change a delivery date or check the status of an order, Agentforce reviews the email and any attached documents, then drafts a response using the latest order information. It also prepares replies for common requests like invoice status and credential updates, reducing the time service reps spend on repetitive work.

Before a response is sent, the rep reviews and approves the draft to ensure it meets Nestlé's standards for accuracy and service. If a request requires additional investigation or judgment, the rep steps in to complete the interaction, building on the draft instead of starting from scratch.

Real-time context for every reply

“The underlying data infrastructure is a critical foundation and enabler of delivering on the experience that we want to provide for our customers,” said Ryan Birch, Global Head of CX and Digital Growth.

Agentforce’s accuracy is powered by Data 360 and MuleSoft, which provide a real-time view of Nestlé's B2B order and account data. MuleSoft brings SAP and other enterprise data into Nestlé's Snowflake instance through APIs, and then Data 360 accesses that information through a zero-copy connection. This makes the latest order, delivery, and account data available to Agentforce in real time without duplicating or moving it.

When an email arrives, Agentforce analyzes the message and any attachments, automatically classifies the request, and identifies the relevant customer, account, and order records. Because Agentforce is embedded directly in Service Cloud, Nestlé’s system of work for B2B customer service, it can use that context to generate a draft response and surface the case directly in the service rep’s existing queue. Reps can then review the draft and supporting information in the same place they already manage customer cases.

Faster support for retailers

In pilot scenarios, the time to find B2B order information dropped from several minutes to under a minute.

Early pilots point to more than 55% automation potential in selected B2B service interactions such as invoice questions, order status updates, and credential changes. By automating more of these everyday interactions, service reps can spend more time supporting retailers with higher-value or more complex requests.

“Our brand service agents, our people, empowered by Salesforce agentic capabilities, can focus on the work that really matters, which is connecting more meaningfully with our customers and ultimately driving greater value,” said Birch.

Why Nestlé chose Salesforce

Icon of a human fist and an agent fist fist-bumping.

Strategic partnership

“Salesforce isn’t just bringing individual capabilities. They’re helping us shape the future, discover what is possible and create Nestlé’s future operating model,” said Chris Wright, Chief Information and Digital Officer.

Zero copy via Data 360

Nestlé can activate product data in Snowflake, one of their main data repositories, without moving or duplicating it using zero copy to Data 360. This means Agentforce gets the context it needs without additional data maintenance.

One unified platform for agentic service

The Salesforce Platform connects humans and agents in the same service workflows in Service Cloud, grounded in the same real-time context from Data 360 to provide a consistent experience to customers.