Salesforce says Nestlé piloted Agentforce to draft replies to B2B retailer emails inside Service Cloud. Agentforce reads each email and its attachments, classifies the request and drafts a reply using current order data. Reps review and approve every draft before it is sent.
In pilot scenarios, finding B2B order information dropped from several minutes to under a minute. Salesforce reports more than 55% automation potential in selected B2B service interactions, such as invoice status and credential updates.
Data 360 and MuleSoft supply the order data. MuleSoft brings SAP data into Nestlé's Snowflake instance through APIs, and Data 360 reads it through a zero-copy connection without copying it.
The 55% figure is automation potential from early pilots, not a measured production result. The source does not give the pilot size or timing.