SharkNinja’s agentic service offers instant answers and shopping guidance
Agentforce supports customers before and after each purchase, helping them find new products, compare their options, and manage orders and warranties.
The results
11
%
conversion rate with agentic shopping guidance
14
countries live with Agentforce
14
%
YoY increase in items added to cart with Agentforce Commerce
Growing fast — and ready to do more
SharkNinja is the global product design and technology company behind the Shark and Ninja brands, known for creating innovative products that simplify everyday life. As they expanded into 39 product categories and grew revenue 25% annually to $5.5 billion, SharkNinja saw an opportunity to elevate how they sell to and support customers.
With dozens of products across beauty, cooking, cleaning, and more, online shoppers struggled to compare options or find accessories. As a result, many missed chances to discover their next favorite product — and SharkNinja lost valuable upsell opportunities.
Post-purchase, limited self-service drove customers to contact support for help. Reps had to navigate multiple systems, consult guides, and log notes manually, stretching the 1,000-person service team and making fast, seamless experiences harder to deliver.
Quick answers and 24/7 guidance
To support customers before and after each purchase, SharkNinja built an agentic shopping and support assistant powered by Agentforce.
A shopper browsing SharkNinja’s website can start a chat with a click and ask, “Which blender is best for smoothies?” Agentforce instantly compares SKUs, recommends products, and suggests complementary accessories.
“Agentforce takes us to a whole new level,” said Velia Carboni, CIO. “We offer so much, and now Agentforce can help our customers navigate all of it to find exactly what they need. We want to delight them so much that they come back and buy the next thing.”
After purchase, Agentforce can autonomously track orders, register warranties, kickstart returns, and pinpoint compatible replacement parts. For example, a customer can start a chat to ask which replacement filter is compatible with their Shark vacuum and receive instant, product-specific answers.
Built-in guardrails ensure Agentforce only surfaces information relevant to the authenticated user and protects personal data so it can deliver helpful, trusted responses every time.
The data behind the AI
Agentforce runs on a unified system of context powered by Data 360, which brings together SharkNinja’s Salesforce data, third-party systems, and website activity into a single, real-time view of every customer and product. This foundation ensures every interaction is grounded in the latest data — whether it’s browsing behavior, purchase history, or order status.
When a customer starts a chat, Agentforce analyzes the conversation to understand intent and decide what to do next. For product questions, it pulls answers from SharkNinja’s knowledge base of product troubleshooting guides, tutorials, policy documentation, and FAQs in Experience Cloud. For order updates, it connects to the Salesforce Order Management System, which integrates with Oracle and other systems to unify order data across regions. This gives Agentforce visibility into inventory, shipping status, and tracking from the moment an order is placed. It can even register warranties for products purchased through third-party retailers.
For shopping, Agentforce acts like a guided assistant. It asks clarifying questions, taps into the live product catalog within Agentforce Commerce through a shopper search action, and ranks the top three most relevant products based on the customer’s needs. It also checks past purchases to avoid recommending items the customer already owns, instead suggesting complementary products to drive smarter upsell.
If Agentforce can’t resolve a question after three attempts, it directs customers to a “Contact us” page so they can request a follow-up from a live rep. In the future, Agentforce will seamlessly transition these conversations to the service team in real time — passing along full context, history, and recommended next steps so issues can be resolved without interruption.
Immediate impact during peak season
It took just eight weeks for SharkNinja to enhance their FAQ agent with guided shopping capabilities. “There’s generally a cutoff in our business of no new capabilities after October 1,” said Mark Rosenzweig, Founder. “Because the foundation and data were already there, we were able to launch it in time to support our 2025 holiday season shoppers. We went live in early November and saw immediate results.”
Agentforce handled 280,000 chats in its first four months, with an 11% conversion rate. Already live in 14 countries, SharkNinja is on track to expand its agentic service to support customers worldwide.
In addition to accuracy, part of Agentforce’s success can be attributed to the personalized, conversational support it offers customers on demand. “Agentforce feels more personal,” said Carboni. “It’s more like a dialogue.”
By handling routine inquiries, Agentforce frees up reps to focus on more complex product troubleshooting or nuanced questions while helping drive higher conversion, larger carts, and stronger customer satisfaction.
Why SharkNinja chose Salesforce
Salesforce Professional Services
Salesforce Professional Services built SharkNinja’s AI agent from the ground up, designing its retrieval logic and shopper flows to expand beyond basic order status. They were instrumental in testing and refining Agentforce, tailoring topics by product and ensuring more accurate recommendations.
Product name standardization in Data 360
With Data 360, SharkNinja can standardize product names across brands and regions. For example, making sure that a “Floorcare Device” in one country and a “Shark Upright” in another are recognized as the same product. This eliminates manual cleanup and ensures consistent comparisons across SharkNinja’s global catalog.
Salesforce Agentic Enterprise architecture
With Salesforce’s extensible, agentic architecture, SharkNinja can unify third-party and internal data, then build and expand AI agents on top of it. This makes it easy to add new capabilities or evolve existing agents, like adding guided shopping to their FAQ agent’s skills, without starting over or rebuilding from scratch.
More SharkNinja use cases
Agentic unboxing support from setup to first use
Agentforce delivers interactive instructions and answers questions to help customers assemble, enjoy, and find new ways to use their appliances with confidence.
From fragmented data to ecommerce momentum
Agentforce Commerce unifies two $3 billion brands on one platform for better personalization, real-time insights, and seamless online shopping.
SharkNinja delivers always-on support, easy setup, and more items per cart as an Agentic Enterprise
Learn how SharkNinja powers personalized shopping and on-demand support experiences across global markets with Agentforce and Data 360.
About the company
Through two global brands, Shark and Ninja, SharkNinja delivers high-performance, innovative appliances designed to delight consumers every single day.
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