Driven by the rapid emergence of consumer AI platforms and new channels where people discover brands and products, such as ChatGPT, the online traffic volumes generated by AI assistants grew 119% year-over-year in the first half of 2025. According to Salesforce data, intelligent agents are also projected to drive 22% of global orders during Cyber Monday. This shift in shopping behavior presents a dual challenge for retailers: efficiently reaching shoppers at these new AI-driven touchpoints while simultaneously maintaining brand value, voice, and control over the customer relationship.
In this landscape, Agentforce Commerce emerges as the first platform designed to give retailers complete control over the entire AI agent shopping journey, moving beyond fragmented point solutions to unify brand experiences and customer relationships at every touchpoint. The platform's innovations enable brands to seamlessly make their product catalogs available to new consumer AI channels like ChatGPT to power customer acquisition, while also delivering personalized AI agent experiences on their own channels to significantly boost loyalty and customer value.
Leading global brands like Pandora Pandora and Pacsun are already using Agentforce Commerce to create smart, connected experiences that meet customers wherever they are. For Pandora, this means automating routine queries like “Where is my order?” and product FAQs, achieving a 10% increase in its net promoter score, while AI-powered recommendations on its digital storefront drive more orders, traffic, and higher average order value. Meanwhile, Pacsun is strengthening its bond with Gen Z and Gen Alpha by using platforms like ChatGPT to deliver integrated shopping experiences and content aligned with this audience across all its channels.
“Agentforce Commerce is delivering new, transformative capabilities spanning the entire AI agent shopping journey. We are powering these agent experiences at every customer touchpoint, from product discovery to checkout completion, whether on the brand's website, its mobile app, in physical stores, or on channels like ChatGPT. Agentforce Commerce is the unified platform that connects this entire process, enabling our customers not just to participate in the agent future, but to truly lead and define it” – Nitin Mangtani, SVP & GM, Agentforce Commerce & Retail.
Salesforce already delivers omnichannel commerce, ensuring engagement with shoppers on Instagram, TikTok, messaging apps, and many others. To lead the next era of commerce, Salesforce is building new innovations on modern, open agent protocols to extend brands' reach directly into the new frontier of consumer AI and payment ecosystems.
Native integration with ChatGPT in the near future: integrations with third-party consumer AI channels will soon allow brands to integrate their product catalog and pricing through connectivity under the Agentic Commerce Protocol Agentic Commerce Protocol (ACP).
The Agentic Commerce Protocol (ACP) integration with Stripe enables a native, instant, AI-powered shopping and payment experience, for consumers directly within channels like ChatGPT.
Partnership with the Google Agent Payments Protocol (AP2), which supports integration into the Google open protocol to securely initiate and execute agent-guided payments across platforms.
Agents on owned channels: Agentforce Commerce delivers a full-fledged brand experience across all owned touchpoints, including online storefronts, mobile apps, physical stores, merchandising, and fulfillment channels. Brands can now deploy agents customized and fully trained on company and shopper data, such as orders, product inventories, and catalogs. These agents directly assist customers with discovery, product recommendations, complex FAQs, and seamless checkout. Retailers can now deliver truly personalized “agent” experiences, ensuring full brand control and localization at an unprecedented scale.
Guided Shopping drives higher conversion rates and larger shopping carts through agent-guided conversational shopping. The innovation transforms the agent-shopper experience with enriched content on product pages, interactive image carousels, and one-click checkout at twice the speed. New localization capabilities facilitate conversations in any geography, across seven languages.
Order Routing for Order Management improves merchant efficiency through “agent” automation that optimizes order allocation, minimizing costs and maximizing revenue across complex fulfillment networks.
Agentforce Actions for Merchandising proactively executes merchandising tasks, such as autonomously boosting or demoting products to optimize search results and conversions, based on catalog data and real-time purchase insights.
Agentforce Actions for POS empowers store managers with agent-guided shopping and clienteling tools, providing contextual product and loyalty insights to deliver highly personalized in-store experiences.
Agentforce powers the entire AI agent-driven shopping experience, elevating every brand experience and customer interaction. With an essential data foundation, retailers can leverage Data 360 Zero Copy Access for Commerce to unify the online commerce storefront, marketing, and service with real-time customer profiles, enhancing personalization and unified brand experiences.
“By integrating Salesforce-powered agent shopping experiences into our digital channels, we are redefining the online shopping journey. Our AI agents, like Gemma, will enable us to have a real dialogue with shoppers, taking the best of our highly personalized, high-touch in-store experience and bringing it to the online environment. This is more than commerce: it's about using trusted AI and unified data to guide each customer, making them feel understood, supported, and valued. This strategic move differentiates Pandora 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 based on innovation and authenticity in every emerging channel. We believe integrating Agentforce Commerce with OpenAI represents a powerful opportunity to extend our products to AI platforms like ChatGPT, transforming conversations into meaningful interaction and lasting relationships with our Gen Z and Gen Alpha customers” – Shirley Gao, Chief Digital & Information Officer, Pacsun.
“By building agent AI experiences with the Agent Payments Protocol (AP2), Salesforce and Google are enabling customers to facilitate secure, seamless cross-platform transactions” – " – Rao Surapaneni, VP & GM, Business Application Platform, Google Cloud.
“We are excited to partner with Salesforce to help merchants using Agentforce Commerce thrive in the agent commerce era. Together with OpenAI, we are enabling businesses to reach millions of new shoppers, helping to convert product discovery within ChatGPT” – " – Maia Josebachvili, Chief Revenue Officer, AI, Stripe.
