{"id":88927,"date":"2025-08-06T06:00:00","date_gmt":"2025-08-06T13:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=88927"},"modified":"2025-08-22T11:16:24","modified_gmt":"2025-08-22T18:16:24","slug":"ai-agents-boost-retail-customer-connection","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/ai-agents-boost-retail-customer-connection\/","title":{"rendered":"From Chatbot to Concierge: AI Agents Boost Customer Connection in Retail’s Digital Age"},"content":{"rendered":"\n

When an online shopper searches a retail<\/a> site for red basketball shoes, today\u2019s systems respond with a product list. Autonomous AI agents<\/a> can take that interaction further \u2014 asking follow-up questions just like an in-store associate might: “Do you prefer Nike or Adidas? What’s your budget? Are these for indoor or outdoor courts?” <\/p>\n\n\n\n

Why it matters:<\/strong> Powered by large language models (LLMs)<\/a>, this next wave of AI technology can understand and respond to customers in a natural conversation flow. It\u2019s an evolution from transactional efficiency to genuine concierge service that can build lasting brand connections. <\/p>\n\n\n\n

\n

In a recent survey, nearly half of consumers<\/a> indicated they would abandon a brand after a poor experience.<\/p>\n<\/blockquote>\n\n\n\n

The current state: <\/strong>In a recent survey, nearly half of consumers<\/a> indicated they would abandon a brand after a poor experience. But most retail AI still relies on traditional chatbots<\/a> that create more frustration than connection. These systems suffer from fundamental limitations that prevent them from delivering the personalized, brand-aligned experiences customers expect.<\/p>\n\n\n\n