iFood, the leading delivery service in Latin America with over 120 million orders per month, took a bold step towards intelligent automation. Today, it operates with 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 leader in AI and not just as a technology company.Bruno Castro, an artificial intelligence specialist, sees the initiative as an important milestone for the sector in the country.
"iFood is signaling a new phase in the Brazilian market: AI has stopped being behind the scenes and has become a protagonist in customer relationship strategy," explains Bruno Castro.
Precise movement requires organization
According to the specialist, the company's movement shows how AI agents are taking on roles previously reserved for humans — but in a complementary, not exclusive, way. This implementation of technology at IFood also requires organization to enable a strategic view in the implementation of AI.In other words, the application is much more effective when there is a mapped process to seize the true opportunities:
"The use of 2,000 AI agents interacting with each other and with humans can radically transform the efficiency and personalization of service. This means less friction, more predictability, and, most importantly, scalability with quality," he states.
Partnerships come into play
Another detail that draws attention is the partnership established with Salesforce, basically the technical engine behind this implementation. In order for everything to work as planned, the adoption of Service Cloud was necessary, a CRM system that integrates multiple platforms into one.
Bruno is straightforward: the movement also represents a step forward in how large companies view artificial intelligence as a strategic asset, not just a tool.
