Data from Salesforce’s sixth Connected Shoppers Report offers a glimpse into the future of retail
Australian and New Zealand (ANZ) retailers expect AI agents to redefine how they grow, attract, and engage customers, according to a new Salesforce report.
More than two-thirds (77 per cent) of respondents say that AI agents, a type of artificial intelligence (AI) that can autonomously take action across business systems, will be essential for them to compete within a year, and 74 per cent say they’re increasing AI spending this year accordingly.
Salesforce’s sixth Connected Shoppers Report, based on dual surveys of 8,350 shoppers and 1,700 retail industry decision-makers worldwide – including 500 and 100 respectively across ANZ – reveals how retailers are using AI agents and unified commerce to drive digital transformations in their businesses in a bid to enhance the shopping experience.
Retailers recognise the importance of a smooth checkout experience, with 77 per cent noting that inefficient processes and technology reduce store associate productivity. ANZ shoppers agree, with 52 per cent abandoning purchases due to issues like poor customer service, out-of-stock products, and long checkout processes.
New expectations driving retail AI transformation
The report highlights the major ways AI agents are shaping consumer behaviour already:
- Instant Service: 64% want quick answers about products, and AI agents are delivering fast, accurate responses across the channels shoppers use.
- Smarter Rewards: 64% want AI agents to help them optimise loyalty points, offering personalised tips on how to get the most value from their rewards programs.
- Accessing Products: 56% of shoppers would use an agent to secure high-demand products before they sell out, while 55% would use agents to help complete returns and exchanges.
In response, retailers are embedding AI agents into the entire shopping journey to improve customer experience and operational efficiency, creating a seamless experience across digital and physical shopping journeys.
Australian retailers are clear about the role AI is going to play in supporting key aspects of their business, from staff enablement, to process and supplier efficiency, customer engagement and loyalty.
Timothy Waters, Regional Vice President, Retail at Salesforce Australia and New Zealand
Local shoppers have also been quick to embrace AI; 25 per cent say they’re already using AI to discover products, and 64 per cent are eager to use AI tools for better shopping experiences such as faster service, smarter loyalty rewards, and more accurate, personalised recommendations.
Globally, Gen Z shoppers are 10x more likely than baby boomers to say they frequently use AI this way. This shift highlights how retailers need to adopt a unified commerce platform that seamlessly integrates AI capabilities to meet the expectations of this digital-first generation, maintaining loyalty amidst evolving consumer behaviours and competitive pressures.
Velia Carboni, CIO of Salesforce customer SharkNinja, described Agentforce, the agentic layer of the Salesforce Platform, as “key to helping us build a community that keeps consumers coming back.”
For businesses across ANZ, the three main reported uses for AI agents so far have included:
- Inventory management, including forecasting demand and avoid stock shortages.
- AI-powered customer service that works alongside business teams to handle routine customer queries, freeing up human employees to focus on more complex issues.
- Employee training that provides real-time support and insights, improving performance and customer interactions.
“Australian retailers are clear about the role AI is going to play in supporting key aspects of their business, from staff enablement, to process and supplier efficiency, customer engagement and loyalty,” said Timothy Waters, Regional Vice President, Retail, Salesforce Australia and New Zealand.
“Working alongside customer-facing employees in their flow of work, agents look set to help retailers deliver prompt and personalised customer service, setting a benchmark for unified commerce experiences across every shoppers journey, along the way building trust in the use of AI in shopping.”
More information:
- Read the full Connected Shoppers Report
- Read more about how agentic AI is a key priority for ANZ business leaders
- Dive deeper into how Gen Z are powering global shopping
- Learn more about Salesforce Retail Cloud
Methodology
Data in this report is from two double-anonymous surveys conducted November 27 through December 26, 2024. The surveys generated responses from 8,350 shoppers and 1,700 retail industry decision-makers across 21 countries in North America, Latin America, Asia-Pacific, and Europe. For more demographic information, please refer to the full “Connected Shoppers” report.
