{"id":12301,"date":"2025-10-14T05:00:00","date_gmt":"2025-10-14T12:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?post_type=sf_press_release&p=12301"},"modified":"2025-10-14T18:09:55","modified_gmt":"2025-10-14T12:39:55","slug":"williams-sonoma-inc-agentforce-customer-support","status":"publish","type":"sf_press_release","link":"https:\/\/www.salesforce.com\/in\/news\/press-releases\/2025\/10\/14\/williams-sonoma-inc-agentforce-customer-support\/","title":{"rendered":"Williams-Sonoma, Inc. Deploys Salesforce Agentforce 360 Across Its Brand Portfolio, Elevating Its Premium Customer Support and Experiences to the Next Level"},"content":{"rendered":"\n

The leading retailer is using AI agents to increase efficiency, reduce service costs, and autonomously offer personalized cooking tips <\/em><\/p>\n\n\n\n

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SAN FRANCISCO \u2013 October 14, 2025 \u2013 <\/strong>Today at Dreamforce 2025<\/a>, Salesforce (NYSE: CRM), the world’s #1 AI CRM, announced that leading specialty retailer Williams-Sonoma, Inc. is leveraging Agentforce 360<\/a> to build and deploy AI agents<\/a> to bolster customer service and enhance shopper experiences. Each brand in the Williams-Sonoma, Inc. portfolio \u2014 which includes Williams Sonoma, Williams Sonoma Home, West Elm, Pottery Barn, Pottery Barn Kids, Pottery Barn Teen, Rejuvenation, Mark & Graham, and GreenRow \u2014 is known for providing elevated customer service, inspiration, and expertise. By offering customers services ranging from unique in-store culinary experiences\u200c, free design consultations, and advice on wedding registries, Williams-Sonoma, Inc. has cultivated a highly engaged customer base that values expert, one-on-one attention both in-store and online.\u00a0<\/p>\n\n\n\n

To meet and scale this demand for 24\/7 personalized support without compromising quality, the company is deploying Agentforce 360 Platform, which seamlessly integrates AI agents with human experts, across its brand websites. In addition, the company is using Data 360<\/a> (formerly Data Cloud), Salesforce\u2019s hyperscale data engine, to unify and harmonize data across its portfolios and customer touchpoints. This gives AI agents the complete, real-time customer and product information they need to deliver accurate, personalized responses without human intervention. As a result of these efforts, Williams-Sonoma, Inc. anticipates that the company will be able to autonomously resolve more than 60% of chat inquiries.\u00a0<\/p>\n\n\n\n

Innovative and tailored culinary experiences<\/strong><\/h2>\n\n\n\n

In addition to the customer service agent, Williams-Sonoma, Inc. is building a sous chef agent on Agentforce 360 Platform that helps customers plan menus, discover products, and execute recipes with confidence when shopping the Williams Sonoma website. Customers will be able to interact with the sous chef agent \u2014 \u200cnicknamed Olive \u2014 who will soon be able to reason over data, infer intent, and deliver a customized plan for experiences such as hosting and cooking Thanksgiving dinner, creating a detailed menu with recipes while generating a shopping list, and recommending the right kitchen tools and Williams Sonoma food products and table d\u00e9cor \u200c\u2014 even from past purchases you already own.<\/p>\n\n\n\n

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Agentforce 360 gives our teams the tools to better understand and respond to each customer\u2019s needs quickly and effectively \u2014 helping us deliver personalized experiences at scale.<\/p>\nLaura Alber, President and CEO, Williams-Sonoma, Inc.<\/cite><\/blockquote>\n\n\n\n

\u201cWe\u2019re focused on advancing the exceptional customer service our brands are known for,\u201d said Williams-Sonoma, Inc. President and CEO Laura Alber. \u201cAgentforce 360 gives our teams the tools to better understand and respond to each customer\u2019s needs quickly and effectively \u2014 helping us deliver personalized experiences at scale.\u201d<\/p>\n\n\n\n

The company is also looking to use AI agents across service, marketing, and design to assist customers with product discovery and lifestyle design \u2014 all of which will deepen customer engagement across its portfolio of brands. <\/p>\n\n\n\n

“Williams-Sonoma, Inc. has always set the standard for amazing customer experiences. Now, by embracing the Agentic Enterprise<\/a>, they\u2019re showing the world what\u2019s possible when humans and AI agents work together,\u201d said Marc Benioff, Chair and CEO of Salesforce. \u201cWith Salesforce, Williams-Sonoma, Inc. is pioneering a new era of customer engagement \u2014 one that is intelligent, scalable, and deeply personalized.\u00a0 This is the future of business: agentic AI elevating people to deliver trusted, meaningful experiences at unmatched speed and scale.\u201d<\/p>\n\n\n\n

In addition to Agentforce 360 Platform and Data 360, Williams-Sonoma, Inc. also uses Agentforce Marketing<\/a>, Agentforce Service<\/a>, and Agentforce Sales<\/a> to run campaigns, manage and organize customer data, streamline tracking and reporting, and make informed business decisions based on the latest information from across its brands.\u00a0<\/p>\n\n\n\n

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This is the future of business: agentic AI elevating people to deliver trusted, meaningful experiences at unmatched speed and scale.<\/p>\nMarc Benioff, Chair and CEO, Salesforce<\/cite><\/blockquote>\n\n\n\n

More Information:<\/strong><\/h4>\n\n\n\n