Salesforce Unveils Agentforce Commerce Capabilities as AI Assistants Grow Retail Traffic Volumes by 119% 

At a glance:

• Commerce on New Consumer AI Channels: Agentforce Commerce helps merchants connect their product catalogs and checkout experience to new consumer AI channels, like ChatGPT in the near future, allowing brands to acquire new customers and ensure true omni-channel extensibility.
• Agentic Shopping Experiences on Owned and Operated Properties: Brands can maintain complete control over personalized, agentic experiences on their owned properties, with new Agentforce Commerce agentic features like Guided Shopping and Order Routing for Order Management, boosting customer loyalty and increasing customer lifetime value.
• Unified Commerce Operations: Agentforce Commerce is the industry’s only unified platform spanning digital commerce, point of sale (POS), and order management, with connected data from Sales, Service, Marketing and Revenue Operations, that powers intelligent, agentic experiences across every shopping and employee channel.

What’s the News:

Fueled by the rapid emergence of consumer AI platforms and new discovery channels like ChatGPT, online traffic volumes driven by AI assistants grew by a massive 119% year-over-year in the first half of 2025. Intelligent agents are projected to further drive 22% of global orders this Cyber Week, according to Salesforce data. This shift on shopping behavior presents retailers with a dual challenge: efficiently reaching shoppers across these new AI-powered touchpoints while maintaining brand value, voice, and control over their customer relationships.

Agentforce Commerce is the first platform designed to give retailers full control over the entire agentic shopping journey, moving ahead of fragmented point solutions, to unify branded experiences and customer relationships across every touchpoint. New platform innovations enable brands to seamlessly syndicate their product catalogs to new consumer AI channels like ChatGPT for powerful customer acquisition while also delivering personalized, agentic experiences on their owned properties to significantly boost loyalty and increase customer lifetime value.

Leading global brands like Pandora and Pacsun are using Agentforce Commerce to create intelligent, connected experiences that meet customers wherever they are. For Pandora, that means automating routine inquiries such as “Where is my order?” and product FAQs — delivering a 10% lift in net promoter score — while AI-powered recommendations on its digital storefront drive higher orders, traffic, and average order value. Meanwhile, Pacsun is strengthening its connection with Gen Z and Gen Alpha by using platforms like ChatGPT to deliver shoppable experiences and cultural moments across every channel.

Salesforce Perspective: 

“Agentforce Commerce is delivering transformative new capabilities that span the entire agentic shopping journey. We are powering these agentic experiences across every customer touchpoint—from product discovery all the way to complete checkout—whether on a brand’s website, mobile app, store, or syndicated channels like ChatGPT. Agentforce Commerce is the unified platform that connects this full picture, enabling our customers to not just participate in the agentic future, but to truly lead and define it.” — Nitin Mangtani, SVP & GM, Agentforce Commerce & Retail

Go Deeper:

Building on a decade of market leadership and 21 years of trusted experience in fueling retail growth throughout Cyber Week, Agentforce Commerce is leading the next decade of agentic commerce — bringing AI into every piece of a retailer’s business through innovations in both owned channels and unified agentic experiences.

Unified Agentic Experiences: Salesforce already delivers complete omnichannel commerce, ensuring shopper engagement across channels like Instagram, TikTok, messaging apps, and more. To lead the next era of commerce, Salesforce is building new innovation on open, modern agentic protocols to extend brand reach directly into the new frontier of consumer-facing AI and payment ecosystems.

• Native integration to ChatGPT in the near future: Native integrations to third-party consumer AI channels will soon allow brands to integrate their product catalog and pricing through connectivity under the Agentic Commerce Protocol (ACP).
• Agentic Commerce Protocol (ACP) Integration with Stripe enables a seamless, native, AI-powered instant purchasing and checkout experience for consumers directly in channels like ChatGPT.
• Google Agent Payments Protocol (AP2) Partnership supports integration into Google’s open protocol to securely initiate and transact agent-led payments across platforms. 

Agents on Owned Channels: New Agentforce Commerce innovation delivers a comprehensive branded experience across all owned touchpoints, including storefronts, mobile apps, in-store, merchandising, and fulfillment channels. Brands now have the power to deploy personalized agents, fully trained on company and shopper data, like orders, product inventory, and catalogs. These agents directly assist customers with discovery, product recommendations, complex FAQs, and seamless checkout. Now retailers can deliver truly bespoke agentic experiences, ensuring full brand control and localization at unrivaled scale.

• Guided Shopping drives higher conversion rates and larger cart sizes through agent-guided, conversational shopping. New innovation transforms the agent-to-shopper experience with rich product page content, interactive image carousels, and one-click checkout at twice the performance speed. New localization capabilities facilitate conversations in any geography, across seven languages.
• Order Routing for Order Management enhances merchant efficiency through agentic automation that optimizes order routing, minimizing costs and maximizing revenue across complex fulfillment networks.
• Agentforce Actions for Merchandising proactively executes merchandising tasks, like autonomously boosting or burying products to optimize search results and conversions based on catalog data and real-time shopping insights.
• Agentforce Actions for POS empowers store associates with agent-guided shopping and clienteling tools, delivering contextual product and loyalty information to provide highly personalized in-store customer experiences. 

Agentforce 360 Platform: Agentforce powers the entire agentic retail experience, elevating every branded experience and customer interaction. With an essential data foundation, retailers can take advantage of Data 360 Zero Copy Access for Commerce to unite commerce storefront, marketing, and service data with real-time customer profiles, enhancing personalization and unified branded experiences.

This is more than just commerce; it’s about using trusted AI and unified data to guide every customer, making them feel understood, supported, and valued. This strategic move sets Pandora apart and positions us for the future of retail.

David Walmsley, Chief Digital & Technology Officer, Pandora

Customer Perspectives:

“By integrating Salesforce-powered agentic experiences into our digital channels, we are redefining the online shopping journey. Our AI agents, like Gemma, will allow us to have a true dialogue with shoppers, taking the best of our personalized, high-touch in-store experience and bringing it online. This is more than just commerce; it’s about using trusted AI and unified data to guide every customer, making them feel understood, supported, and valued. This strategic move sets Pandora apart and positions us for the future of retail.” — David Walmsley, Chief Digital & Technology Officer, Pandora

“Pacsun’s purpose is to inspire the next generation of youth and build a community grounded in innovation and authenticity across every emerging channel. We believe the integration of Agentforce Commerce with OpenAI presents a powerful opportunity to extend our products into AI platforms like ChatGPT, transforming conversations into meaningful engagement and lasting relationships with our Gen Z and Gen Alpha customers.” — Shirley Gao, Chief Digital & Information Officer, Pacsun

Partner Perspectives:

“By building agentic AI experiences with the Agent Payments Protocol (AP2), Salesforce and Google are enabling customers to facilitate cross-platform transactions securely and without friction.” — Rao Surapaneni, VP & GM, Business Application Platform, Google Cloud

“We’re excited to partner with Salesforce to help merchants using Agentforce Commerce thrive in the agentic commerce era. Together with OpenAI, we’re enabling businesses to reach millions of new buyers by helping turn discovery into purchase inside ChatGPT.” — Maia Josebachvili, Chief Revenue Officer, AI, Stripe

Availability:

• Guided Shopping is generally available.
• Order Routing for Order Management will be generally available in Winter 2026. 
• Data 360 Zero Copy Access for Commerce will be generally available in Winter 2026.
• Agentforce Actions for Merchandising will be beta in Winter 2026. 
• Agentforce Actions for Point-of-Sale will be pilot in Spring 2026.

Learn More:

• Build your agentic enterprise and lead the next wave of commerce
• Learn more about Agentforce Commerce Innovation
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• Watch all Agentforce Commerce coverage from Dreamforce