In today’s rapidly evolving retail landscape, brick-and-mortar stores remain the industry’s backbone, accounting for the majority of sales and serving as the primary touchpoint for millions of customers. Yet, the in-store experience—and the associates who deliver it—have often lagged behind the digital transformation seen in e-commerce. As retailers face labor shortages, rising customer expectations, and increasing operational complexity, the need to empower store associates with intelligent, human-centered technology has never been greater. Enter Agentforce: the next generation of AI-powered associates, designed to revolutionize retail store operations and elevate both employee and customer experiences.
Exceptional customer service is the lifeblood of successful retail, but it hinges on supporting the people who deliver it. With nearly half of hourly retail workers considering leaving their jobs within six months, and 50% departing within the first 120 days, the stakes are high. Meanwhile, 90% of retailers are investing in technology, recognizing that digital tools—especially AI—are key to bridging the gap between online and in-store experiences. The opportunity is clear: empower associates with AI agents to drive operational efficiency, reduce friction, and create memorable, personalized customer interactions.
AI agents act as intelligent co-pilots for store associates, handling routine inquiries (like return policies or product availability) and surfacing real-time customer insights. Associates can instantly access a shopper’s purchase history, preferences, and loyalty status, enabling them to make tailored recommendations and offer personalized rewards. Generative AI enhances chatbots and digital assistants, allowing associates to craft customized responses and focus on high-value, face-to-face service. The result? More efficient clienteling, increased loyalty, and a seamless blend of digital and human touch.
Future Vision: Imagine a loyal online customer walking into a store for the first time. An associate, equipped with a mobile device, accesses the customer’s profile and receives AI-driven suggestions for the perfect product fit—delivering a personalized, high-touch experience that bridges digital and physical retail.
With 42% of e-commerce orders now fulfilled by stores, efficient in-store fulfillment is critical. AI-powered order management systems (OMS) guide associates in real time, optimizing picking paths, answering questions, and helping managers allocate staff. Voice-activated tools and mobile interfaces simplify inventory updates and order processing, reducing errors and accelerating fulfillment. Specialized roles, like fulfillment managers, are emerging to oversee these AI-enhanced workflows, ensuring stores can meet omnichannel demand with agility.
Loss prevention is a top priority, with 84% of associates involved in related activities. AI agents leverage data from RFID tags, computer vision cameras, and transaction logs to detect suspicious activity and alert staff in real time. This proactive approach reduces shrinkage, improves inventory accuracy, and minimizes friction for both shoppers and employees. AI-driven security measures are less obtrusive, allowing associates to focus on service rather than surveillance.
Future Vision: In the near future, AI-powered cameras and analytics will make theft prevention seamless and unobtrusive, reducing the need for manual checks and locked cabinets—improving both security and the customer experience.
AI agents automate inventory tracking, analyze sales trends, and provide actionable insights to ensure shelves are stocked with high-demand items. Associates receive real-time alerts to restock or reorder products, while automated systems manage replenishment and optimize stock levels. During high-demand events—like a hurricane or holiday rush—AI ensures stores keep pace, preventing out-of-stock frustrations and lost sales.
Future Vision: When demand spikes, AI-driven lighting systems and mobile alerts guide associates to the right products, notify third-party shoppers of out-of-stock items, and prevent online orders for unavailable inventory—delivering a frictionless experience for all.
While retail technology has advanced rapidly, many associates still lack access to basic mobile tools, and skill gaps remain a barrier to adoption. Agentic AI, powered by platforms like Salesforce Agentforce, offers a solution: specialized, autonomous systems that unify data and workflows across the store. By automating repetitive or complex tasks, AI frees associates to focus on what matters most—building relationships and delivering exceptional service.
AI agents provide a unified Customer 360 view, surfacing insights that enable associates to engage customers with relevant offers, suggest complementary products, and deliver personalized experiences at every touchpoint. This holistic approach not only drives operational excellence but also restores the human connection at the heart of retail.
Agentforce, in partnership with Publicis Sapient, delivers a comprehensive suite of AI-powered tools and services tailored for retail store operations:
Retailers leveraging Agentforce and Publicis Sapient’s holistic approach are already seeing measurable benefits: increased associate productivity, reduced shrinkage, faster fulfillment, and higher customer satisfaction. By focusing on both operational efficiency and the empowerment of store associates, these solutions drive loyalty, profitability, and sustainable growth.
The future of retail is not about replacing people with technology—it’s about using AI to amplify human potential. With Agentforce, store associates become empowered, informed, and inspired to deliver the high-touch experiences that define successful retail in the digital age.
Ready to transform your retail operations? Connect with Publicis Sapient to discover how Agentforce can help you modernize your stores, empower your associates, and create lasting value for your customers.