iFood, the leading delivery company in Latin America with over 120 million orders per month, has taken a bold step towards intelligent automation. Today, it operates around 20 AI virtual agents — part of Salesforce’s Agentforce strategy — and plans to increase this number to 2,000 in the coming months.
The strategy is part of a repositioning of the company, which now aims to be recognized as a reference in AI and not just as a technology company. Bruno Castro, an expert in artificial intelligence, sees the initiative as a significant milestone for the sector in the country.
“iFood is signaling a new moment in the Brazilian market: AI has ceased to be in the background and has become a protagonist in the customer relationship strategy,” explains Bruno Castro.
Precise Organization
According to the expert, the company’s move shows how AI agents are taking on roles previously reserved for humans — but in a complementary, not exclusionary way. This technology implementation at iFood also requires organization to enable a strategic vision in the implementation of AI. In other words, the application is much more effective when there is a mapped out process to take advantage of the real opportunities:
“The use of 2,000 AI agents conversing with each other and with humans can radically transform the efficiency and personalization of service. This means less friction, more predictability, and, most importantly, scalable quality,” he states.
Partnerships come into play
Another detail that catches attention is the partnership established with Salesforce, essentially the technical engine behind this implementation. To ensure everything worked as planned, the adoption of Service Cloud, a CRM system that integrates multiple platforms into one, was necessary.
Bruno is direct: the move also represents an advancement in how large companies view artificial intelligence as a strategic asset, and not just a tool.
