Global beverage company resolves 75% of Instagram DMs in under a minute with AI Agent

The Challenge

Instagram is a busy front door for a leading global beverage company and one of the main ways its consumers reach the company when they have questions. They want to know where to find a favorite beverage, plan a factory tour, how to pitch a sponsorship, or apply for a job. Some need to report a problem with a product.  

The company wanted to answer all of them quickly and in its own voice. On social media, that also means protecting the brand. Public comments, private messages and media files all land on the same profile, so any AI has to know exactly where it should engage and where it should step back.

The Solution

The beverage company turned Instagram into an always-on service channel with a Sprinklr AI Agent. It answers fans in their native language and stays in control of every conversation. The approach is simple: rules handle what must always happen, AI handles the conversation, and a person takes over whenever it matters.

A brand that's there whenever fans reach out 

Fans now get quick, accurate answers on Instagram at any hour. The AI Agent introduces itself as the company's AI, so fans always know who they're talking to. It understands what each person is asking and replies from brand-approved content across 12 use cases. It can help a fan track down a favorite beverage, including recognizing more than 40 discontinued products. It can answer questions about factory tours in various locations. It also points sponsorship pitches and job seekers to the right place.

Care that feels personal, even when it's automated 

Product complaints are the most sensitive conversations the company handles, and the AI Agent treats them that way. It responds with empathy, then collects product and batch details without asking for anything the customer has already shared. Each case reaches the customer service team ready for action. If the agent can't capture what's needed, it hands the conversation to a person.

AI that protects the brand 

Sprinklr rules keep the AI within the company's boundaries. Before the agent sees a message, the rules check whether it's private and what it contains. Public comments, photos and videos go to the customer service team. The agent always responds in the local language, stays within the company's approved topics, and stops immediately if a conversation moves into public view. Every case is tagged and queued automatically, and once a person takes over, the AI steps aside. The beverage company gets the speed of automation and can trust that every interaction reflects the brand.  

“On social media, every reply is public-facing, so we needed AI we could trust with our brand,” says the company's senior relationship manager. “With Sprinklr, we decide where the AI Agent engages and when our team steps in. That gives us speed and confidence at the same time.”

The Outcome

The results came quickly. Three out of four Instagram DMs are resolved by the AI Agent with no human involvement, and the agent handles each conversation in an average of 56 seconds. 

• 75% of Instagram DMs resolved by the AI Agent 
• 56 seconds average handling time per conversation 
• 12 use cases live in the regional language 

Consumers get quick, friendly answers to everyday questions. The company's care team gets more time for complaints and the conversations that matter most. Building on that success, the beverage company plans to expand the AI Agent to more social channels, including Facebook. "Instagram is where many of our consumers come to talk to us,” says the relationship manager. “Sprinklr AI lets us be there for them at any hour, in their own language and in our own voice. We're excited to bring the same experience to more channels."