In today’s 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. While much attention has been given to AI-driven clienteling and customer engagement, the true power of artificial intelligence in retail extends far beyond the sales floor. Agentforce, in partnership with Publicis Sapient, is redefining what’s possible by transforming the full spectrum of in-store operations—fulfillment, inventory management, and loss prevention—through AI-powered associates. This holistic approach not only streamlines operations but also empowers store teams to deliver exceptional service, drive operational excellence, and boost profitability.
AI agents are no longer just digital concierges for luxury shoppers. Today, they are intelligent, autonomous systems that integrate with store operations, unify data, and deliver actionable insights in real time. By automating repetitive tasks, surfacing real-time recommendations, and orchestrating workflows across the store, AI agents free up associates to focus on what matters most: building relationships and delivering high-touch experiences.
With 42% of e-commerce orders now fulfilled by stores, efficient in-store fulfillment is critical to meeting customer expectations. AI-powered order management systems (OMS) guide associates in real time, optimizing picking paths for online orders, answering questions from new employees, 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 and precision.
Real-World Scenario:
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 holiday rush or a weather emergency—AI ensures stores keep pace, preventing out-of-stock frustrations and lost sales.
Real-World Scenario:
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.
Real-World Scenario:
Despite rapid advances in retail technology, 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.
Retailers leveraging Agentforce and Publicis Sapient’s holistic approach are already seeing tangible benefits:
Agentforce, in partnership with Publicis Sapient, delivers a comprehensive suite of AI-powered tools and services tailored for retail store operations:
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 can help you unlock the full potential of AI-powered associates and create the future of retail.