Enterprise AI Profile: Nestlé
Industry: Retail
Nestlé is integrating generative AI across the business with a simple idea: people come first, AI assists. The centerpiece is NesGPT, a secure, private version of ChatGPT that helps teams work faster, think clearer, and stay consistent across brands and functions.
For customer support leaders, this matters. NesGPT compresses response times, improves answer quality, and frees agents to focus on edge cases and empathy. The result: higher CSAT with less drag on the queue.
NesGPT: The internal assistant behind faster, smarter support
NesGPT is built on technology from ChatGPT and Microsoft's Azure OpenAI Service. It drafts emails, suggests campaign language, summarizes long documents, and analyzes data so agents can move from searching to resolving.
- Secure and private access keeps brand and customer data protected.
- Teams receive training and starter prompts so adoption sticks and output quality stays high.
Microsoft Azure OpenAI Service and ChatGPT provide the underlying model capabilities.
From back office to front line: direct benefits to support
GenAI isn't just a writing aid. It ties into operations that shape customer conversations. By anticipating stockouts at retail locations, support can proactively set expectations, suggest alternatives, and reduce frustration.
Pricing and promo optimization means fewer surprises for customers and clearer scripts for agents. In manufacturing, AI-driven restocking and distribution lighten the ticket load caused by out-of-stocks and late shipments. IoT-based monitoring of supplier performance helps teams give accurate ETAs instead of vague guesses.
Personalization at scale
Nestlé uses AI to analyze consumer data and deliver personalized nutrition guidance. Support teams can turn that insight into tailored recommendations, smarter cross-sells, and faster resolution when dietary needs are specific.
The same approach works for knowledge: NesGPT can surface policy, product specs, and past resolutions in context, so agents don't wade through folders mid-call.
What the numbers say
- Adoption: ~7,000 employees have issued about 230,000 prompts.
- Time savings: ~45 minutes saved per employee each week.
- Innovation speed: product ideation cycles moved from six months to six weeks.
- Coverage: used across more than 20 Nestlé USA brands.
- Training: 100+ product innovation team members trained with starter prompts to analyze large datasets and spark ideas.
How support leaders can apply the same playbook
- Stand up a private AI assistant. Connect it to your knowledge base, product catalog, policies, and brand voice. Keep logs for quality and compliance.
- Start with high-frequency tasks: suggested replies, proofing, tone alignment, meeting agendas, ticket summaries, and post-interaction notes.
- Wire AI to operations signals. Use inventory and order data to trigger proactive outreach when stock is low, shipments slip, or substitutions make sense.
- Establish guardrails. Define do/don't prompts, escalation criteria, and review steps for sensitive cases (refunds, allergens, legal issues).
- Train with examples. Build a prompt library by scenario (shipping delay, product confusion, warranty). Run weekly office hours and highlight wins.
- Measure what matters. Track handle time, first-contact resolution, CSAT, deflection rate, and accuracy. Tie time saved to cost per contact.
Prompt starters for support teams
- "Summarize this ticket thread into three bullet points, include: root cause, customer emotion, next step. Keep it under 80 words."
- "Draft a response for a shipping delay. Tone: calm, proactive, brand-appropriate. Include new ETA, apology, and one alternative option."
- "Create a 5-bullet troubleshooting guide for [product issue]. Include causes, quick checks, and when to escalate."
- "Rewrite this reply for clarity and empathy. Keep facts, cut jargon, target a 7th-grade reading level."
- "From this policy document, extract the exact refund rules and format them as a checklist for agents."
Inside the stack
Platform: NesGPT, a proprietary assistant built on technology from OpenAI's ChatGPT and Microsoft's Azure OpenAI Service.
What's next at Nestlé
Nestlé is expanding NesGPT deeper into manufacturing and R&D. The aim is simple: more teams using the same assistant to speed decisions, reduce waste, and move good ideas into market faster.
Level up your team
If you're building similar capabilities for support, curated training can shorten the ramp. Explore role-based options here: Complete AI Training - Courses by Job.
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