Salesforce’s new AI tools aim to revolutionize both on and offline retail operations

Salesforce has launched two new AI-powered retail solutions – Agentforce for Retail and Retail Cloud with Modern POS – designed to enhance retail operations through automated task management and unified customer data platforms.

The core innovation: Agentforce for Retail introduces AI tools that handle routine retail tasks while Retail Cloud consolidates online and offline shopping data into a single platform.

• Agentforce includes pre-built AI capabilities for order management, guided shopping, appointment scheduling, and loyalty program administration
• The platform aims to free up human employees to focus on higher-value customer interactions
• Retail Cloud with Modern POS provides tools for inventory management, clienteling, and omnichannel fulfillment

Key capabilities and features: Both solutions integrate advanced AI functionality with practical retail operations management tools.

• Order management features enable self-service updates and exchanges across channels
• Guided shopping provides AI-driven product recommendations
• Appointment scheduling uses real-time availability data
• Mobile POS capabilities allow for secure transactions anywhere, even offline
• Mixed cart fulfillment supports various delivery options including BOPIS

Industry context: The new solutions address significant operational challenges in the retail sector.

• 81% of retail executives identify inefficient processes and technology as major productivity barriers
• The platforms aim to reduce dependence on fragmented systems
• The solutions provide a unified view of customer activity across physical and digital channels

Implementation timeline: Salesforce has outlined a phased rollout schedule for these new retail solutions.

• Appointment scheduling and loyalty promotion features launch in February 2025
• Guided shopping and order management capabilities release in March 2025
• The complete Retail Cloud with Modern POS system debuts in April 2025

Market implications: These integrated solutions signal a shift toward more sophisticated retail technology infrastructure.

• The combination of AI-powered automation with traditional POS capabilities represents a significant advancement in retail operations management
• Questions remain about adoption rates and integration challenges with existing retail systems
• Success will likely depend on seamless implementation and demonstrable productivity improvements