Brick-and-mortar retail remains the backbone of the industry, accounting for over 70% of U.S. retail sales. Yet, the in-store experience has lagged behind the rapid advancements seen in e-commerce. As retailers face labor shortages and rising customer expectations, the need to modernize physical stores is more urgent than ever. The answer lies in harnessing the power of AI agents—purpose-built digital assistants that empower store associates, streamline operations, and create seamless omnichannel experiences.
Exceptional customer service is the cornerstone of successful retail, but it depends on supporting the people who deliver it. High turnover rates and technology gaps have left many associates overwhelmed, with 50% of hourly workers considering leaving their jobs within six months. Meanwhile, digital investments are already delivering ROI for retailers who bridge the gap between online and in-store experiences. The future of retail is not about replacing humans with technology, but about using AI to elevate both the associate and customer experience.
AI agents, powered by platforms like Salesforce Agentforce and orchestrated through Publicis Sapient’s Agent Incubator approach, are transforming the retail landscape. These agents are not just chatbots—they are intelligent, autonomous systems that integrate with store operations, unify data, and deliver actionable insights in real time. Here’s how they are making an impact:
Future Scenario: Imagine a loyal online customer walking into a store for the first time. An associate, using a mobile device, instantly accesses the customer’s preferences and purchase history. An AI agent suggests the perfect product and offers a personalized promotion, turning a routine visit into a memorable experience.
Future Scenario: During a surge in demand—such as before a major storm—AI-driven systems help associates keep up with rapidly changing inventory, guiding picking paths and alerting staff to restock essentials in real time.
Future Scenario: In a big-box store facing a staffing shortage, AI-powered order management systems guide associates in real time, optimizing workflows and freeing staff to focus on customer engagement.
Publicis Sapient’s Agent Incubator approach is built on the principle that AI should work for humans—not the other way around. By aligning strategy with people-first, purpose-driven AI agents, we ensure that technology enhances productivity, drives meaningful transformation, and deepens connections between associates and customers.
Retailers leveraging Agentforce and Publicis Sapient’s Agent Incubator are already seeing tangible benefits:
Adopting AI agents in retail doesn’t require a massive overhaul. Publicis Sapient’s structured approach helps retailers identify high-impact use cases, assess data readiness, and launch targeted pilot programs. Our Value Alignment Lab brings together stakeholders to map opportunities, align on priorities, and develop a clear roadmap for AI adoption—ensuring rapid value realization and measurable ROI.
The retail revolution is not about replacing people with machines. It’s about using advanced AI tools to bring the human connection back to the forefront of the in-store experience. By empowering associates with intelligent, autonomous agents, retailers can deliver the high-touch, personalized service that customers expect—while driving efficiency, innovation, and growth.
Ready to transform your retail operations? Connect with Publicis Sapient to explore how Agentforce and our Agent Incubator approach can help you unlock the full potential of AI-powered associates and create the future of retail.