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Salesforce launches Agentforce for Retail


Salesforce Announces Launch of Agentforce for Retail as well as Salesforce Retail Cloud with Modern POS. The news comes just before the National Retail Federation’s conference in New York. This initiative reflects Salesforce’s commitment to implementing AI agent resources on its platform.

Saks Fifth Avenue and SharkNinja are among the brands testing Agentforce in a retail context.

Dig deeper: SharkNinja embarks on its Salesforce AI journey

Agentforce for Retail. Salesforce Agentforce is used to create AI agents that can increase productivity by helping with a variety of routine tasks. The new Agentforce for Retail includes a library of pre-built agent skills relevant to retail, such as order management, appointment scheduling, guided shopping and loyalty promotion management. This is aimed at facilitating the creation of AI agents by retail brands to supply what Salesforce calls a “digital workforce”.

New skills available include:

  • Order management. Self-service order capabilities that allow users to chat and update order information such as payment or shipping details.
  • Guided shopping. Using natural language, customers receive product recommendations from agents and checkout via chat.
  • Scheduling an appointment. Automated scheduling with real-time availability updates focused on field services such as deliveries, installations and consultations.
  • Creating a loyalty promotion. Help marketers create and optimize loyalty promotions with conversational prompts.

Retail cloud with modern POS. This new offering brings online and offline inventory data together on one platform. Options include:

  • Clientelization. Associates can create profiles that record purchase history, preferences and loyalty status.
  • “Mixed cart” multi-channel fulfillment. It provides each item in the cart with its own record of customer fulfillment preferences (like BOPIS).
  • The first mobile design. This frees up the checkout counter associates as the POS can be anywhere.
  • Inventory management. Self-explanatory.

There are built-in integrations with Commerce Cloud, Service Cloud and Order Management.

Why we care. That’s quite a list of announcements. We saw a demonstration of a conversation with an AI agent at the Agentforce World Tour event last November. It was impressive. This is Salesforce simultaneously making Agentforce the common denominator in its multi-cloud architecture while doubling down on creating cloud capabilities for specific spaces, in this case retail.

“Together, AI-powered digital work and modern POS can unlock a new scale of operational capabilities for retailers,” said Nitin Mangtani, Salesforce’s SVP and GM, Retail, in a statement.

Dig deeper: Salesforce Agentforce: What you need to know



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