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Nestlé brings faster, AI-powered answers to consumers with Agentforce

Powered by unified data foundations and agentic service, Nestlé is transforming consumer interactions to deliver more personalised consumer experiences.

October 23, 2026

The results

40 %

autonomous case resolution in pilot phase

4.8/5

CSAT rating on agent-led interactions

Millions of consumers worldwide

From baby formula and coffee to KitKat breaks or your pet’s favorite meal, Nestlé's brands are part of everyday life for millions of consumers around the world. And with more than 2,000 brands across 185 countries, those everyday products come with plenty of questions, from what’s in them to how to use them, that consumers want answered quickly and accurately.

More than half of Nestlé's consumer service cases come through digital channels such as email, live chat, WhatsApp, and contact forms, with FAQs such as allergen questions or where to buy products. Delivering fast, consistent answers across thousands of brands, multiple languages, and constantly evolving product lines became increasingly complex. Nestlé needed a way to scale personalized service without creating separate AI experiences for every brand or adding more manual work.

“While the fundamentals of our brand growth have not changed, the skills, tools and capabilities necessary to drive brand growth in this new landscape require radical shifts,” said Corinne Gabler, Head of Global Marketing and Marketing Transformation.

Instant answers with Agentforce

To make fast, accurate answers available across its vast portfolio of brands, Nestlé created an Agentforce consumer service agent that automatically handles consumers' most common questions. Whether they're asking about ingredients or looking for recipes, product information, or career opportunities, Nestlé's AI Agent responds in a natural, conversational way to deliver fast, accurate answers.

“The most exciting part of the work we’re doing is seeing consumer engagement translate into business growth. And it starts with helping consumers really discover and enjoy our products,” explained Florian Jacquier, Global Head, Digital Marketing, Data & Technology.

For example, if a consumer needs to know if a specific Nesquik chocolate powder contains soy, they can start a chat with the AI agent on the Nestlé website. Agentforce retrieves the relevant answer in seconds and sends a conversational reply, answering additional questions until the consumer has everything they need.

When a situation calls for a human touch, Nestlé's AI Agent knows its limits. If it can't confidently answer a question, or a consumer asks to speak with a person, the conversation is seamlessly handed over to a human. The handoff includes the full conversation history, so consumers never have to repeat themselves, and Nestlé support teams can pick up right where the AI agent left off. Agentforce then augments the service rep, surfacing conversation summaries, relevant knowledge articles, and recommended responses within the consumer case workflow.

Connected data across every brand

Nestlé's AI Agent is embedded directly in Service Cloud, allowing the agent to take action within the same workflows they use to manage millions of consumer service cases annually.

To take those actions with the right context, Nestlé's AI Agent accesses trusted, up-to-date information through Data 360, which unifies real-time consumer and product information. Using a zero-copy connector, Data 360 accesses information directly from Nestlé's Snowflake environment, including ingredients data from its product data hub, without duplicating or moving it. This gives the AI agent the trusted context it needs to deliver accurate, brand-specific answers.

To complement that enterprise data, Data 360 also uses web crawling to ground the AI agent in Nestlé's public brand websites, giving the agent access to current, brand-specific content alongside Nestlé's knowledge base, which is stored in Service Cloud. By combining structured enterprise data with trusted web and knowledge content, Agentforce gives both Nestlé's AI Agent and service reps the shared context they need to deliver accurate, consistent consumer service.

Faster support around the world

Nestlé launched their first Agentforce consumer service agent in just eight weeks, and it is already delivering strong results. It autonomously resolved 40% of consumer inquiries in pilots while earning a 4.8/5 consumer satisfaction rating.

“Agentforce is creating value for Nestlé through greater personalization, trusted handoffs when human connection matters, and unprecedented speed to market,” said Ryan Birch, Global Head of CX and Digital Growth.

Nestlé is now expanding their AI agent globally, with each new country taking eight weeks to launch from preparation through technical deployment. Technical deployment itself can take as little as two weeks, with no custom integrations required.

Why Nestlé chose Salesforce

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Strategic partnership

“Salesforce is a very important part of our ecosystem of critical strategic partners. They help us deepen consumer and customer engagement, strengthen service and prepare for the next generation of AI-powered experiences,” said Chris Wright, Chief Information and Digital Officer.

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Humans, agents, and platforms together

Nestlé chose Agentforce because it brings AI and human service together in the same platform. Consumers can move seamlessly from Nestlé's AI Agent to a service rep when needed, while reps continue the conversation with AI assistance in the same workspace where they already manage consumer cases.

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Faster rollouts with vibe coding

Nestlé can update and refine their AI agent using natural language instead of custom code or extensive model training, making it faster for internal teams to improve the experience and expand to new brands and markets.

Shared semantics for AI and analytics

Nestlé uses Tableau Semantics in Data 360 to give their AI agent governed business context while powering analytics in Tableau Next. This semantic layer provides Agentforce the rich context that allows agents to understand the nuances behind Nestle-defined KPIs such as net promoter score, first-time resolution and average handling time, making responses more accurate and actionable.