Salesforce announced new AI-powered innovations for retail, Agentforce for Retail and Retail Cloud with Modern POS , designed to help store associates, customer service representatives and digital merchants increase productivity and sales while powering personalized shopping experiences.
Agentforce for Retail includes a new library of pre-built AI agent skills, making it easy to build AI agents that automate time-consuming tasks like order management and appointment scheduling , enabling rapid customer personalization at scale.
Salesforce’s new Retail Cloud with Modern POS is a cloud-based system that consolidates online and offline purchase data into a single platform, providing mobile POS, clienteling, endless aisles, mixed in-store and e-commerce carts, omnichannel support, inventory management and more, without the need to move between multiple platforms, helping store associates provide faster, more effective service.
Agentforce for Retail includes new pre-built skills for order management , guided shopping, appointment scheduling, and loyalty promotion creation. Agentforce empowers employees by employing trusted, autonomous AI agents across marketing, commerce, merchandising, and store operations as digital teammates who handle complex tasks with precision, accuracy, and personalization. This scalable digital workforce further boosts retailers’ productivity by engaging with customers in real time, making changes to orders, processing returns, managing inventory, scheduling appointments, and working with delivery providers without human intervention.
These new Agentforce skills are designed to improve customer service capabilities, reduce costs and increase conversion rates, and complement the skills already available for merchandisers , marketers and customer service representatives. New skills announced today include:
- The Commerce Skill for Order Management adds order management capabilities to Agentforce, providing retailers with self-service order management options that increase customer loyalty while reducing costs by enabling customers to conversationally update payment and shipping information, return or exchange products, and easily inquire about order status on their preferred channel.
- The commerce skill for Guided Shopping helps retailers digitally scale personalized, one-to-one concierge service. Customers can receive product recommendations in natural language from an AI agent based on Agentforce predictions and customer, inventory, and operational data. Additionally, new actions enable conversational product search, add to cart, and checkout.
- The Field Service Skill for Appointment Scheduling supports your service reps in booking deliveries, installations, consultations, and more with AI-driven scheduling and real-time availability updates.
- The Create Loyalty Promotions Marketing skill helps marketers create and modify loyalty promotions using conversational prompts based on customer, point-of-sale, and segmentation data, improving customer engagement through personalized email subject lines and content
Salesforce also introduced Retail Cloud with Modern POS , an easy-to-use, cloud-based point of sale system that unifies online and offline shopping and inventory data into a single platform, giving store associates the tools to serve customers faster and better.
- Clienteling, Inventory Management, Endless Aisle, and Real-Time AI Integration of Customer and Stock Data: Store associates will be able to create and edit customer profiles reflecting shopping history, preferences and loyalty status; view and update inventory status across warehouses, commerce channels and the supply chain; and analyze and leverage omnichannel customer, order, inventory and sales performance data. AI-powered voice assistants, return fraud analysis and personalized product recommendations will also be available.
- Reduce supply chain costs with mixed carts and omnichannel fulfillment while offering customers multiple delivery and exchange options: The Omnicart architecture allows you to set different fulfillment methods (purchase in-store or online) for each product and offers a “mixed cart” that includes BOPIS (pick up in store), BORIS (return in store) and Omniexchange (exchange in omnichannel) depending on customer preference.
- Mobile-first design and secure offline mode free store associates from behind the counter: Offline-enabled software lets customers pay wherever they are. Transactions are encrypted and stored, ready to be processed upon reconnection, even during internet connection loss, remote or outdoor sales events, or peak periods.
- Pre-built Salesforce integration and no-code CMS for rapid implementation: Integration with Salesforce Commerce Cloud , Order Management and Service Cloud gives you quick access to customer data insights, order management, cart syncing and product information management. The cloud-based CMS allows you to customize the interface to match your store’s unique brand with intuitive drag-and-drop functionality.
SOURCE: PR TIMES
