{"id":66533,"date":"2025-01-13T15:54:10","date_gmt":"2025-01-13T15:54:10","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=66533"},"modified":"2025-01-14T14:15:06","modified_gmt":"2025-01-14T14:15:06","slug":"agentforce-goes-industry-specific-as-salesforce-releases-an-agent-skills-library-for-retailers","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/crm\/agentforce-goes-industry-specific-as-salesforce-releases-an-agent-skills-library-for-retailers\/","title":{"rendered":"Agentforce Goes Industry-Specific as Salesforce Releases an Agent Skills Library for Retailers"},"content":{"rendered":"<p><span data-contrast=\"auto\">Salesforce has confirmed the release of Agentforce for Retail, a skills library for industry-specific AI agents.\u00a0 \u00a0<\/span><\/p>\n<p>With these new skills, retailers can develop AI agents that support<span data-contrast=\"auto\"> their customer service workers, store associates, and customers in new ways. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">For instance, they may build AI agents that enhance and automate order management processes, guided shopping experiences, and appointment scheduling.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">In doing so, retailers can develop AI agents that meet their specific needs.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">While Salesforce had previously released 100 preconfigured, industry-specific AI Agents for its core Agentforce offering, the new release signals a shift to provide certain\u00a0sectors with new agent skills that allow them to better build their own.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">In discussing the release of Agentforce for Retail, <\/span><b><span data-contrast=\"auto\">Nitin Mangtani<\/span><\/b><span data-contrast=\"auto\">, <\/span><b><span data-contrast=\"auto\">SVP &amp; GM of Retail at Salesforce,<\/span><\/b><span data-contrast=\"auto\"> commented:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<blockquote><p><span data-contrast=\"auto\">Salesforce is helping retailers deliver seamless, unified shopping experiences across both the physical and digital realms of retail that drive productivity advancements and business growth across their entire enterprise.<\/span><\/p><\/blockquote>\n<p>Yet, ultimately, this <span data-contrast=\"auto\">move signals Salesforce&#8217;s drive to deliver sector-specific agentic AI innovation.<\/span><\/p>\n<p>While it had\u00a0previously released <span data-contrast=\"auto\">Agentforce skills for merchandisers, marketers, and customer service reps, this latest move underlines this goal, which will likely spread into other industries.<\/span><\/p>\n<h2>Agentforce for Retail: What&#8217;s Included?<\/h2>\n<p>Here are some of the skills that come part and parcel with Agentforce for Retail.<\/p>\n<h3>Commerce Skills for Order Management<\/h3>\n<p><span data-contrast=\"auto\">By enabling retailers to provide self-service order support, Salesforce claims that users will be able to lower costs and improve customer loyalty. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">These skills also allow customers to update payment and shipping details, manage uneven exchanges, and check order status in a conversational manner on their preferred channels.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h3>Commerce Skills for Guided Shopping<\/h3>\n<p><span data-contrast=\"auto\">Shoppers can use natural language to receive product recommendations based on shopper behavior, inventory, and operational data. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Customers can also use the skills to search for products, add items to their cart, and complete purchases through conversational interactions \u2013 helping users to deliver a concierge-like level of personalization. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h3>Field Service Skills for Appointment Scheduling<\/h3>\n<p><span data-contrast=\"auto\">The skills enable service representatives to coordinate deliveries, installations, or consultations. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">In addition, the AI-powered tools leverage real-time availability updates to streamline the scheduling process, enhancing efficiency and customer satisfaction.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h3>Marketing Skills for Loyalty Promotion Creation<\/h3>\n<p><span data-contrast=\"auto\">Salesforce believes that this skill will empower marketers to develop and refine loyalty campaigns using conversational prompts informed by shoppers, point-of-sale (POS), and segmentation data. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">This results in more personalized email content and subject lines that drive greater customer engagement.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h2>Salesforce Doubles Down on Retail<\/h2>\n<p><span data-contrast=\"auto\">As well as Agentforce for Retail, Salesforce also announced the launch of Retail Cloud with Modern POS.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Described by the vendor as a &#8220;user-friendly, cloud-based POS&#8221;, the tool is designed to unify online and offline shopping experiences. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">By integrating inventory and shopper data on a single platform, the solution provides retail associates with the capabilities to serve customers more efficiently and effectively.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Key features include clienteling, inventory management, and endless aisle capabilities \u2013 all of which are powered by real-time data and AI. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Associates can manage shopper profiles, track and update inventory across channels, and utilize AI for voice assistance, return fraud detection, and personalized recommendations.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The system also supports mixed cart and omni-channel fulfillment, enabling shoppers to choose flexible delivery and exchange options like buy-online-pickup-in-store (BOPIS) or omni-exchanges. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Its architecture allows each item in a cart to have unique fulfillment methods, reducing supply chain costs and boosting shopper convenience.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">For <\/span><b><span data-contrast=\"auto\">Mangtani<\/span><\/b><span data-contrast=\"auto\">, the combination of the two features will allow Salesforce to help retailers provide\u00a0a different level of support:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<blockquote><p><span data-contrast=\"auto\">Together, AI-fueled digital labor and a modern POS can unlock a new scale of operational capacity for retailers. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><\/blockquote>\n<h2>More on Agentforce<\/h2>\n<p><span data-contrast=\"auto\">In December of last year, <a href=\"https:\/\/www.cxtoday.com\/crm\/salesforce-announces-agentforce-2-0-5-big-talking-points\/\" target=\"_blank\" rel=\"noopener\">Salesforce introduced Agentforce 2.0<\/a>, branding it as &#8220;The Digital Labor Platform&#8221;.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Agentforce 2.0 brings an expanded vision alongside enhanced capabilities, which Salesforce believes positions the offering as a key tool for businesses looking to streamline operations and embrace AI-driven automation.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Salesforce has confirmed the release of Agentforce for Retail, a skills library for industry-specific AI agents.\u00a0 \u00a0 With these new skills, retailers can develop AI agents that support their customer service workers, store associates, and customers in new ways. \u00a0 For instance, they may build AI agents that enhance and automate order management processes, guided [&hellip;]<\/p>\n","protected":false},"author":4983,"featured_media":66534,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[61014],"class_list":["post-66533","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-crm","tag-artificial-intelligence","tag-crm","tag-generative-ai","brands_to_track-salesforce","editorial_type-news","intent-loyalty"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Agentforce Goes Industry-Specific as Salesforce Releases an Agent Skills Library for Retailers - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers CRM &amp; Customer Data Management news including Artificial Intelligence, CRM, Generative AI and more.\" \/>\n<meta name=\"robots\" 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