Salesforce has announced two AI-powered innovations for retailers: Salesforce Agentforce for Retail and Retail Cloud with Modern POS. These advancements are designed to help store associates, customer service representatives, and digital merchants enhance productivity and sales while delivering a more personalized shopping experience.
Agentforce for Retail introduces a new library of pre-built agent skills, enabling retailers to easily create AI agents that automate time-consuming tasks like order management and appointment scheduling. It also facilitates rapid customer personalization at scale.
Salesforce’s new Retail Cloud with Modern POS is a cloud-based system that combines online and offline shopping data on a single platform, providing associates with a single entry point to serve customers better and faster through mobile POS, clienteling, endless aisle, mixed cart and omnichannel fulfillment, inventory management, and other features.
Agentforce for Retail now offers pre-built capabilities for order administration, guided shopping, appointment scheduling, and loyalty campaign creation. Agentforce integrates trusted, autonomous AI agents into all teams, enhancing staff capacity in marketing, commerce, merchandising, and retail operations with digital partners who handle complicated tasks with precision, accuracy, and customization.
Scalable digital labor enables merchants to increase productivity by reacting to consumer questions in real-time, adjusting orders, issuing returns, maintaining inventory, scheduling consultations, and coordinating with delivery suppliers without human participation.
These new Agentforce talents are intended to expand capacity to serve customers, reduce expenses, and improve shopper conversion. They supplement the talents currently available to merchandisers, marketers, and customer care representatives. New skills include:
Commerce Skills for Order Management
Integrates order serving into Salesforce Agentforce, allowing businesses to provide self-service order servicing options that lower costs and increase customer loyalty. Customers can use these new talents to conversationally alter order information such as payment or delivery details, handle unequal exchanges, and swiftly inquire about order status via their preferred channel.
Commerce Abilities for Guided Shoppin
Enable retailers to grow tailored one-on-one concierge services to digital proportions by introducing new guided shopping abilities. Shoppers can use natural language to receive product recommendations from an Agentforce-generated agent based on shopper, inventory, and operational data. Customers may now use new actions to search for products, add items to their cart, and check out in conversation.
Field Service Skills for Appointment Scheduling
Assist service personnel in booking delivery, installation, or consultation appointments using AI-powered scheduling and real-time availability updates.
Marketing Skills Loyalty Promotion Creation
Assist marketers in generating and refining loyalty promos using conversational prompts based on shopper, POS, and segmentation data, leading to more personalized email content and subject lines that boost consumer engagement.
Salesforce is also launching Retail Cloud with Modern POS, which provides retailers with a user-friendly, cloud-based POS. This system combines online and offline shopping and inventory data on a single platform, providing associates with a single tool to serve their customers more effectively and quickly.
Customer support, stock management, unlimited product selection, and integrated AI-driven real-time shopper and inventory insights: Associates can create and modify shopper profiles that include shopping history, preferences, and loyalty status; act on analytics derived from the omnichannel customer, and order inventory, and sales performance data; and activate AI for voice assistance, return fraud analysis, and personalized product recommendations.
Mixed Cart and Omni-channel Fulfillment provide customers with more delivery and exchange alternatives while lowering supply chain costs: An omni-cart architecture enables each line item to have its own fulfillment method, resulting in a single “mixed cart” with shopper fulfillment options such as buy-online-pickup-in-store (BOPIS), buy-online-return-in-store, and omni exchange.
Mobile-first design with secure offline mode. Release the associates from the checkout counter: Offline software allows for checkouts whenever shoppers are ready. Payment transactions are encrypted and stored, ready to be processed when an associate reconnects, allowing sales to take place during an internet outage, remote and outdoor activity, or peak shopping hours.
Built-in Salesforce Integration and No-Code CMS get retailers and running: Salesforce Commerce Cloud, Order Management, and Service Cloud integrations provide synchronization, product information management, and other features. The cloud-based CMS customizes the UI to each store’s distinct identity with straightforward drag-and-drop functionality.
AI agents function best when given accurate, up-to-date customer and operational data. To realize this value, businesses need solutions that can combine, act on, and scale data from both online and offline shopping activities.
With Salesforce’s Modern POS and Data Cloud, retailers can integrate data and metadata from in-store, commerce, marketing, service, and loyalty systems, providing employees and associates with a consistent, near-real-time view of activity across the full shopper journey.
Retailers can now leverage Salesforce Agentforce’s expanded Retrieval Augmented Generation (RAG) to extract and act on this data, providing exact replies, targeted engagements, and upsell chances with each consumer interaction.
AI-powered digital workforce combined with a contemporary POS system can provide merchants with new levels of operational capacity. Salesforce is assisting retailers in delivering seamless, unified shopping experiences across both the physical and digital realms of retail, driving productivity advancements and business growth across their entire enterprise, using the most recent Agentforce skills for retail and a cloud-based, intuitive POS system. – Nitin Mangtani, SVP and General Manager, Retail, Salesforce
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