Salesforce AI Agents Boost Conversational E-commerce
- Salesforce has added a series of artificial intelligence-powered features too Agentforce Commerce, formerly Commerce cloud.
- The broader goal is to move away from customary, one-way marketing communications.
- With these new features, Salesforce envisions allowing customers to engage in conversations and continue thier purchase journey without switching channels.
Salesforce has added a series of artificial intelligence-powered features too Agentforce Commerce, formerly Commerce cloud. These updates aim to personalize customer interactions and streamline omnichannel shopping experiences – across email, SMS, and WhatsApp.
The broader goal is to move away from customary, one-way marketing communications. Many current messages simply ask customers to click a link,offering no chance to respond – the infamous “do not reply” email.
With these new features, Salesforce envisions allowing customers to engage in conversations and continue thier purchase journey without switching channels.
AI agents will handle these interactions, managing conversations, generating personalized offers, upselling, and even completing transactions by processing payments and orders.
Handling Thousands of Responses Without Overwhelming Teams
The new tools - called Two-Way Email, Two-Way SMS, and Two-Way WhatsApp – address a scalability issue, explains Liz Miller, an analyst at Constellation Research.
Onyl a small percentage of recipients respond to a promotional message. But when applied to campaigns sent to hundreds of thousands of people, that small percentage quickly translates into thousands of messages to handle.
“The problem is that at the scale of a million emails, even a few extra percentage points of response translate into a huge volume of requests for a marketing team or customer service,” Miller points out, referencing the law of large numbers.