Vivino, a global platform for wine lovers with 73 million users, presented the results of its Salesforce Agentforce initiative at Dreamforce, one of Salesforce's largest international events focused on digital transformation, CRM, and enterprise AI. According to data published by the Vivino team, the company reached a 60% autonomous resolution rate for customer requests within 30 days.
Twistellar took part in the early stages of this initiative. The team provided consulting support, helped define potential Agentforce use cases, and built a prototype of the customer service solution.

The goal was to move generative and autonomous AI from experimentation into a practical business scenario, taking into account real customer requests, support processes, and service quality requirements.

"In AI projects, it's not enough to demonstrate the technology. It's much more important to understand where it can truly change a business process and create measurable value. We are glad to have contributed to the early stage of Vivino's work and to see it grow into a production case presented at Dreamforce," says Dmitri Leichik, CEO & Co-founder at Twistellar.

Vivino's story shows how autonomous AI can be applied in customer support at a large international scale. For companies with a broad user base, such solutions can automate routine requests and free up support teams to focus on more complex ones.
For Twistellar, this project reflects a practical approach to implementing AI: from identifying suitable business scenarios and consulting to prototyping and testing how the technology performs in real operating conditions.

About Twistellar
Twistellar is a business consultancy specializing in Salesforce. It helps growing SMBs whose leaders can't get a clear view of their sales pipeline from the CRM and lose revenue to gaps between Sales, Marketing, and Customer Success. Combining a business-first approach with Salesforce expertise, Twistellar turns business needs into practical solutions that improve processes, data visibility, and team collaboration.