Case Study: Vivino improves support case resolution and QA with Twistellar’s Salesforce Agentforce implementation

Vivino implements Salesforce Agentforce for 65 million users with Twistellar

Vivino, a leading global platform for wine discovery, faced challenges in scaling its customer support operations. With thousands of monthly support cases, the company had limited visibility into interactions, inconsistent communication quality, and costly manual review processes. To address these issues, Vivino partnered with Twistellar to implement an AI-powered solution.

Twistellar implemented Salesforce Agentforce, which automated the analysis of customer support cases. The solution integrated with Salesforce's native surveys and created a custom QA Review object with a scorecard and performance dashboard. This provided Vivino with actionable insights into agent performance and established a scalable foundation for data-driven coaching. While direct metrics are still early, the project successfully addressed key operational challenges and positioned Vivino for future AI enhancements across other departments.

Vivino