iFood accelerates transition to AI company with 2 thousand virtual agents

IFood, the delivery leader in Latin America with more than 120 million orders per month, has taken an audacious step towards intelligent automation. Today it operates with about 20 AI virtual agents & part of Salesforce's Agentforce strategy & projects to raise this number to 2 thousand in the coming months.

The strategy is part of a change in the positioning of the company, which now wants 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 an important milestone for the sector in the country.

“O iFood is signaling a new moment in the Brazilian market: AI is no longer something of a back-up and has become a protagonist in the strategy of relationship with” customers, explains Bruno Castro.

Precise movement of organization
According to the expert, the movement of the company shows how AI agents are assuming roles previously reserved for humans ' BUT in a complementary way, and not excluding. This implementation of technology in IFood also requires organization, to enable a strategic vision in the implementation of AI. That is, the application is much more effective when you have a mapped process to take advantage of the real opportunities:

“The use of 2 thousand AI agents talking to each other and to humans can radically transform the efficiency and customization of care. This means less friction, more predictability and, above all, scalability with” quality, he says.

Partnerships come into play
Another detail that draws attention was the partnership with Salesforce, basically the technical engine behind this implementation.For everything to work as planned, it was necessary to adopt Service Cloud, a CRM system that integrates multiple platforms into one. 

Bruno is straightforward: the move also represents a breakthrough in how large companies view artificial intelligence as a strategic asset, not just a tool.