The retail industry is constantly evolving and with the rise of omni-channel, consumer behaviour has been irrevocably changed. Consumers now research and make purchases across multiple channels and as many as 74% of consumers worldwide use a retailer’s app while shopping in-store. There are also trends like the explosion of live commerce where conversion rates are as high as 30%.
Still, the allure of the physical store remains strong. In 2024, 61% of shoppers said they enjoy shopping in person because they like trying things on and comparing products. The challenge then for retailers is to continue to innovate and deliver new, personalised experiences online and in-store while also managing barriers like the cost of service. This calls for a revolution in how retailers operate and serve customers, one which can be enabled with agentic AI.
What is agentic AI?
Imagine having a helpful digital assistant that understands your business and can act as an extension of your workforce to serve customers and optimise your operations. That's what agentic AI does.
Agentic AI taps into data such as store catalogue and inventory and customer buying patterns and preferences to respond to customer questions in real-time, personalise product recommendations, streamline check out in-store and online, and provide automatic order updates. It can automate tasks like managing inventory and processing orders, freeing staff to focus on more important things like helping customers and improving the in-store experience.
While this may sound futuristic or overly promising, AI and AI agents are already creating value for retailers by driving efficiencies and sales. In fact, research from Salesforce shows that AI and agents drove $60 billion in online sales during Cyber Week 2024.
AI and agents drove $60 billion in online sales during Cyber Week 2024.
How agentic AI can help you improve the in-store experience
Even with online shopping, people still love the experience of going to a store. Agentic AI can make that experience even better.
Imagine a customer walking into your store and getting personalised recommendations on their phone. If they can’t find what they are looking for, an agentic AI-powered kiosk can quickly check if it's in stock and tell them where to find it. This makes shopping easier and less frustrating.
Agentic AI can also help your in-store staff. By giving them instant access to customer information and product details, they can provide better service and build stronger relationships with customers.
Helping your team work better
Agentic AI can help increase efficiency and improve the experience of employees across your operations.
Benefits of agentic AI for retail businesses include:
Reducing service costs while elevating shopper experiences through assisted self-service, including order inquiries and updates
Providing instant, 24/7 support, so customers get the help they need without waiting for agent availability
Empowering employees with instant, actionable insights, including insights into sales and inventory
With less time spent on manual tasks, your team can give customers the personalised attention they love. Being able to quickly adapt to customer needs and changing trends is key to staying ahead in today’s retail world.
The future of shopping is agentic
Technology continues to change and disrupt the retail industry. Agentic AI is going to play a big role in this change moving forward, providing retailers new ways to grow loyalty and revenue.
What’s more, consumers are ready for this change with Salesforce research showing that nearly one-fifth (24%) of consumers are already comfortable with AI agents shopping for them. And 32% of Gen Z consumers are already comfortable with AI agents shopping for them.
Nearly one-fifth (24%) of consumers are already comfortable with AI agents shopping for them.
Getting started with Agentforce
Salesforce Agentforce can help you get started and extend your workforce with AI agents. Agents can include:
Customer service agents
Personal shopper agents
Order management agents
Warehouse and inventory management agents
Arcturious can help guide you on this journey and seamlessly embed AI agents into your workforce to enhance the customer experience and increase productivity.
To learn more, download our ebook, Grow retail revenue and loyalty with AI agents.
You’ll learn:
What is Agentforce and how to build a trusted data foundation for AI success
How to unlock the value of agentic AI across your retail operations
How to run a successful Agentforce pilot
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