Imagine having a team of autonomous agents at your fingertips, quietly working behind the scenes to streamline your commerce operations, crunch data, and serve up real-time customer insights—without any of the usual hassle. That’s exactly what Salesforce’s new Agentforce platform is all about. It’s not just a shiny new tool; it’s an evolution in how businesses like yours handle the nuts and bolts of commerce, from order management to customer service.

But the real magic of Agentforce lies in its ability to unify complex systems across B2B, B2C, and D2C commerce. By connecting commerce, order management, payments, sales, service, and marketing into a single platform, businesses gain a complete view of their customer journey. This integration allows for seamless handoffs across channels and departments, ensuring that every interaction is informed by the most relevant data.

One of the most exciting features for the technical community is the ability to build and deploy customized agents through low-code tools. With clicks, natural language instructions, and the Einstein 1 Platform, developers can spin up pre-built autonomous agents or customize them to suit specific business needs using Flow, Apex code, and soon, MuleSoft APIs. This enables companies to scale their commerce operations with AI agents that understand and execute tasks based on unified customer and product data.

For example, the Merchant Agent is a powerful tool that allows ecommerce teams to automate the creation of product descriptions, personalized promotions, and trend-based insights. This not only improves operational efficiency but also ensures that every action is driven by intelligent insights drawn from real-time data.

Similarly, the Personal Shopper Agent and Buyer Agent are revolutionizing customer interactions. These agents leverage natural language processing to provide personalized recommendations, manage complex B2B orders, and even solve customer service queries like "Where is my order?" (WISMO). By interacting with external messaging apps like WhatsApp or SMS, these agents bring conversational AI to the forefront of customer engagement.

The introduction of features like predictive sort and smart promotions in Commerce Cloud is another game-changer. By using advanced machine learning algorithms to understand customer behavior and inventory data, these features optimize product displays and promotions to increase conversions—further blurring the line between personalized marketing and autonomous commerce operations.

At Saltbox, we’ve been working with Salesforce on their Copilot platform since its release, guiding on the most relevant use cases and building out Copilots for Commerce Cloud and OMS. While Agentforce won’t be GA until February 2025, we’re already well-positioned to help our clients take full advantage of this technology the moment it launches.

Stay tuned for more insights as we explore Agentforce and how it can elevate your commerce operations.

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