SPECS AR Glasses powers personalized, premium buying experiences with Agentforce

A big decision for buyers

Snap Inc.’s SPECS are a new kind of computer built into see-through augmented reality (AR) glasses that bring computing into the world so people can learn, work, and play while staying present in the moment.  As Snap prepared to bring this emerging technology to everyday consumers, they needed to make the buying and support experience as innovative as the product itself.

At $2,195, SPECS AR glasses are a significant purchase that customers want to understand before making a decision. To help buyers understand SPECS before they’re ready to purchase, it was crucial to develop a solution that could address any questions instantly when a buyer is highly engaged. 

SPECS was also building their B2C service operation from the ground up, and needed a way to support consumers throughout their journey while building a foundation that could scale.

Agentic guidance from interest to setup

SPECS created an AI concierge powered by Agentforce that lives directly on their website, SPECS.com, giving customers one conversational experience to learn more about SPECS AR glasses, get answers to their questions, and find the support they need.

Behind SPECS’ AI concierge is a superagent that acts as an orchestrator, connecting customers with specialized agents. For example, a shopper wondering “what can I actually do with SPECS?” can get an answer from the Ask Me Anything Agent with relevant information about the glasses. As customers move through their journey, other AI agents step in for different needs: The Service Agent helps resolve support needs, while a Returns Agent handles cancellations and returns. Looking ahead, SPECS envisions adding a Sales Agent to support the path to purchase and an Unboxing Agent to guide customers through setup.

And when a conversation calls for a person, Agentforce brings in a human representative who can pick up where the agent left off, without asking the customer to start over.

Specialized agents working as one

Agentforce combines customer records from Salesforce CRM with the conversation happening on SPECS.com to understand what a customer needs and determine which agent should step in.

 Once the right agent is engaged, it draws on trusted context in Data 360 from Salesforce and Google BigQuery, housing product content and support articles from Contentful and Zendesk, via zero copy. The superagent routes a product question to the Ask Me Anything Agent or a support need to the Service Agent, with planned Sales, Returns and Unboxing Agents supporting more of the customer journey as the experience expands. 

SPECS captures data generated through Agentforce interactions in Service Cloud, either creating a new contact or updating an existing one. It also captures marketing opt-ins, giving SPECS a way to continue the conversation with customers who choose to stay connected. 

When a service issue requires a case, the Service Agent creates it in SPECS’ Zendesk environment where their service reps work, passing the customer context and conversation history to a human representative to continue the interaction. Because Agentforce works with any platform, SPECS is able to add autonomous support while keeping the service tools and workflows they already have in place.

From smarter buying to new ways of working

Agentforce will help more SPECS customers move from curiosity to confidence. By giving shoppers a way to explore a high-end product and get answers on their own, SPECS expects Agentforce to make product discovery more accessible while reducing the amount of human support needed during the consideration process.

The same approach will help protect revenue after a customer decides to buy. When someone wants to cancel a pre-order, the Returns Agent is designed to understand their concerns and automatically take steps to retain the purchase before processing the cancellation. 

Wins extend beyond the customer experience. SPECS and Salesforce engineers are exploring client-facing agents that could bring Agentforce into SPECS AR glasses to support employee workflows, from accessing CRM data and managing field service work orders to assisting with inventory and patient care. With these workflows being developed specifically for SPECS AR glasses, the collaboration will open new ways for Salesforce customers to put both Agentforce and SPECS-powered augmented reality to work.