Discover how ezCater will use AI agents to manage workplace food orders while seamlessly escalating more complex urgent requests to a human rep. Customer Story Produced by Caruso Company.

Director: Emily Barber

Produced by Caruso Company, this customer story explores how ezCater is using AI-powered tools from Salesforce to simplify one surprisingly complex thing: ordering food at work.

Directed by Emily Barber, the film starts with a relatable idea—food brings people together. Whether it’s a team lunch, a meeting, or a company-wide event, shared meals play a big role in building culture and connection. But behind the scenes, coordinating those meals—especially at scale—is anything but simple.

There are countless variables to manage: timing, location changes, dietary preferences, restaurant availability, delivery logistics. And in a business setting, the stakes are high. The food needs to be right, and it needs to arrive on time. Even small issues can quickly become urgent problems.

That’s where Salesforce comes in. By integrating tools like Agentforce, ezCater is able to automate much of the routine work that customer service teams handle every day. AI agents can quickly respond to common requests, surface relevant data, and even recommend solutions based on past orders and preferences.

At the same time, more complex or time-sensitive issues can be seamlessly escalated to human representatives—freeing them up to focus on the moments that matter most. The result is a more efficient system that still feels personal.

The film also highlights how this technology fits into ezCater’s broader workflow, including integration with Slack and the use of Data Cloud to unify information across the customer lifecycle. Together, these tools act like a team of assistants, helping employees make faster, smarter decisions.

At its core, the story is about balance—using AI to enhance, not replace, human expertise. By combining automation with a human touch, ezCater is able to scale its service while staying true to what makes it work: delivering reliable, meaningful experiences for its customers.