Salesforce has launched the next generation of Commerce Cloud, unifying all aspects of commerce—B2C, DTC, and B2B Commerce, Order Management, Payments, and more—on a single platform powered by AI and enterprise-wide data.
The announcement comes with several key innovations, including the introduction of three new Agentforce agents—Merchant, Buyer, and Personal Shopper. These agents are designed to autonomously manage various tasks like product recommendations and order lookups, augmenting human employees to improve efficiency, strengthen customer relationships, and drive revenue.
Michael Affronti, Senior Vice President and General Manager of Commerce Cloud, highlighted the platform’s transformation:
“Traditional point solutions often result in ‘commerce islands,’ where different parts of the business operate in isolation, leading to fragmented customer journeys and missed revenue opportunities. The future of commerce demands a customer experience that isn’t siloed,” Affronti said. “Commerce Cloud embodies unified commerce—giving businesses a single, integrated platform that brings every part of the commerce journey together with Agentforce agents to unlock new revenue opportunities and AI-powered efficiency, delivering consistent, personalized experiences across every channel.”
New Capabilities to Drive Efficiency and Personalization
Commerce Cloud now connects all aspects of commerce, providing businesses with a unified view of customer journeys across B2C, DTC, and B2B Commerce. The platform integrates catalogues, orders, pricing, marketing, and more to enhance personalized interactions and streamline operations. With native integrations to Sales Cloud, Service Cloud, and Marketing Cloud, the platform enables businesses to offer targeted marketing, manage orders, and process returns all within one system.
Among the standout features of the next-gen platform are:
- In-Store Inventory Planning: Powered by real-time data, this tool enables businesses to anticipate demand and manage stock levels, offering customers accurate inventory visibility.
- Amazon “Buy with Prime”: Salesforce customers can leverage Amazon’s fulfillment network to offer fast, reliable delivery while maintaining control of their storefronts.
- Enhanced Salesforce Checkout: Featuring one-click checkout and seamless payment integrations, this tool simplifies transactions and improves conversion rates.
AI-Powered Agentforce for Commerce
The newly introduced Agentforce agents—Merchant, Buyer, and Personal Shopper—use AI to autonomously manage tasks such as personalized product suggestions and order management. These agents are designed to operate with minimal supervision, using unified customer data from CRM systems and in-store interactions to deliver seamless experiences.
- Agentforce Merchant helps ecommerce teams manage online stores by generating promotions and recommendations to boost sales.
- Agentforce Personal Shopper provides tailored assistance to shoppers, enhancing the buying experience on ecommerce sites and messaging platforms like WhatsApp.
- Agentforce Buyer streamlines B2B purchasing processes by offering an autonomous shopping experience with features like pre-negotiated pricing and order tracking.
These agents maintain strict privacy and security protocols while offering businesses the agility to meet evolving customer demands.
Growth Opportunities for Retailers
Research from Adyen indicates that adopting unified commerce strategies could present a $1.5 trillion opportunity for global retailers. With Commerce Cloud, businesses can better connect their digital and physical channels, offering a more cohesive and personalized customer experience that drives both loyalty and revenue.
