PepsiCo Embraces Agentic AI to Modernize Field Execution and CX
PepsiCo is continuing to invest in its artificial intelligence roadmap, looking to implement AI agents within its customer support and business operations.
To do so, the company has expanded its partnership with Salesforce to deploy its digital labor platform Agentforce.
Athina Kanioura, the company’s chief strategy and transformation officer, tells CGT that PepsiCo has looked to technologies such as agentic and generative AI to reshape how value is created as part of its years-long, end-to-end transformation journey.
[More about PepsiCo’s cloud-based, agentic AI-first roadmap]
“That’s why we’re deploying Agentforce in key areas like sales, customer experience and engagement, where AI agents handle routine, repeatable tasks, freeing our people to focus on strategic work that drives the business forward.”
The initiative will help PepsiCo build a unified, digital-first experience across go-to-market and B2B operations to meet customers where they are, reduce complexity and introduce more seamless, responsive service in the company’s business landscape, she says.
AI Agent Capabilities
- Unified data: Pulling insights from multiple sources to create unified customer profiles through a centralized data cloud
- Real-time inventory visibility: PepsiCo field service representatives will have improved inventory transparency, resulting in stronger in-store execution and optimized product stocking
- Elevated customer experience: Faster and more responsive customer service with humans and AI agents working collaboratively
- Targeted and automated marketing: Deeper insights into consumer behaviors and preferences for optimized marketing campaigns and promotions
The company is also using Salesforce’s trade promotion management tool to increase the effectiveness of promotions, optimize marketing spend and bolster retail relationships.
How PepsiCo Is Measuring Success
As PepsiCo progresses with its latest AI integration, it will be tracking a range of KPIs to ensure higher efficiency with increased use of digital channels, higher sales effectiveness and improved customer service with accelerated issue resolution and more proactive communication, says Kanioura. Additionally, increased efficiency in the back end will help deliver more responsive service and faster decision-making to support innovation and drive sustainable growth.
Overall, she expects this to result in higher productivity and revenue for the company.
[PepsiCo is working toward an integrated infrastructure with digital enhancements]
As PepsiCo onboards the technology, it is building in processes to manage physical and digital agents, while also focusing on large-scale employee certification and upskilling to ensure teams are ready to work alongside the technology.
“It’s important to me that we manage change with transparency and provide our teams with the tools to succeed,” says Kanioura. “Equally important is rethinking our processes and governance to support seamless execution across this evolving ecosystem.”
The AI agents will help PepsiCo close the gap between strategy and execution, so the company can act on insights faster, adjust plans dynamically and drive execution that’s more aligned to what’s happening on the ground, she adds.
