Nestlé resolves 40% of customer questions without an agent

Anyone who has fought with a customer service bot has reason to distrust AI in this service. Today's platforms deliver a different result. At Nestlé, where more than half of contacts come in through chat, email, WhatsApp and forms, the pilot resolved 40% of cases without a human agent, with a rating of 4.8 out of 5.

When the answer isn't certain, or when the customer asks for a person, the conversation goes to an agent with the full history, and nobody has to repeat the story. According to Salesforce, the solution's vendor, Nestlé put its first agent live in eight weeks, and each new country takes a similar time.

In Brazil, WhatsApp is the main communication and sales channel for 82% of small businesses, according to Sebrae’s Pulso dos Pequenos Negócios survey, 12th edition. The path starts with separating the ten questions that come in most, checking whether the answers are written down and up to date and defining at what point the conversation goes to a person.

The ongoing work is keeping those answers current, because products and prices change. The numbers are from a pilot, released by the company and the vendor, with no independent verification. How many of the conversations that reach your WhatsApp today are the same old question?

Sources

Salesforce, 23 Oct 2026. https://www.salesforce.com/customer-stories/nestle/agentic-consumer-service/

Agência Sebrae de Notícias, 2026. https://agenciasebrae.com.br/dados/whatsapp-se-consolida-nas-vendas-on-line-enquanto-facebook-e-lojas-proprias-perdem-folego/