Personalize B2C Commerce Shopping
Learning Objectives
After completing this unit, you’ll be able to:
- Describe how Agentforce for Guided Shopping helps customers find products and manage orders.
- Explain how the Guided Shopping agent improves the online shopping experience.
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Not too long ago, shopping was a personal experience. You’d walk into a store and be greeted by a knowledgeable associate who offered to help you find your products. If you had any questions, the associates were right there to answer them. Today, most people do at least a portion of their shopping online. Here’s a secret about online shopping: During an online shopping session, there’s a moment where you have the shopper’s full attention. For most shoppers, it’s while searching for a product or reaching out to customer service. Yet many online experiences don’t capitalize on this moment. Instead, they can overwhelm shoppers with too many choices or frustrate them with poor customer service.
Imagine a coffee connoisseur looking for beans from a certified sustainable grower. She searches for certified organic beans and is bombarded with multiple products, special offers, and customer ratings. She gets so overwhelmed that she abandons her search. Or take the case of a dancer who wants to exchange a pair of fluorescent green shoes they bought. They can't find their order number or receipt, and they’re not sure who to contact. Frustrated, they keep the shoes they don't want and leave a bad review.
What if you could offer your online customers a guided shopping experience with an AI agent at the ready to help find products, recommend products, point out promotions and sales, answer questions, and provide personal customer service support when they need it, and without leaving your site?
With Agentforce for Guided Shopping, you can do just that. With Agentforce for Guided Shopping for B2C Commerce, you can build an autonomous AI agent that pairs the power of natural language processing (NLP) with your B2C Commerce data. It's a return to the personalized in-store experience, but online with a modern twist of Agentforce efficiency. Your customers get convenience and personalized attention, including product search assistance, real-time order support, product discovery, and secure checkout. And it’s a win-win. Your business gets increased sales and satisfied customers.
Agentforce for Guided Shopping Highlights
This table highlights some of the Agentforce for Guided Shopping capabilities.
The Customer View
Agentforce for Guided Shopping makes it easy for customers to get answers, get personalized suggestions, and buy things with confidence. Here’s an example of how Helene, an outdoors enthusiast, uses guided shopping agents to shop for some new gear.
Helene is browsing her favorite online hiking gear store on her phone. She finds a pair of hiking boots she likes but has questions about their availability in her size. She starts a chat with the guided personal shopping agent. Helene asks if the boots are available in size 7 and inquires about shipping options. The AI agent confirms availability and mentions free shipping. Helene inquires about return options and learns she can return the boots for free at drop-off points or stores, with one store located nearby.
The AI agent also suggests merino wool hiking socks for added comfort. Helene decides to buy both the boots and the socks. The agent sends her a checkout link and helps her with entering a coupon code. Helene completes her purchase and receives confirmation. Happy with her smooth shopping experience, Helene closes the chat.
As this example shows, the Guided Shopping agent is easy for shoppers to use, responsive, friendly, and respectful. It’s also fast, accurate, and stays within the guardrails you set for it.
Get Started with Agentforce for Guided Shopping
To enable Agentforce for Guided Shipping in your B2C Commerce instance and offer your customers a new convenient shopping experience, you need these licenses and Einstein generative AI activations.
Required licenses:
- B2C Commerce Cloud
- Service Cloud or Sales & Service Edition: EE, UE, or PXE
Required add-on licenses:
- Agentforce
Einstein generative AI options to enable in your org:
Agentforce for Guided Shopping requires that you enable these options in your Salesforce org.
- Einstein generative AI
- Agentforce
To enable Einstein generative AI and Agentforce, configure these settings in your salesforce org.
- In your Salesforce org, complete the steps outlined in Set Up Einstein Generative AI. These steps include setting up Data Cloud, turning on Einstein generative AI, setting up Einstein Trust, and turning on Einstein Data Collection and Storage.
- To enable Einstein Agents, click Setup and in the Quick Find box, search for and select Agents.
If you don’t see Agents in Setup, verify that Einstein Generative AI is enabled. If that’s not the issue, make sure you have the right license and user permissions for your agent type.
- Turn on Agentforce to get access to the Agentforce (Default) agent.
After you enable Agentforce, refresh the page to see the +New button to create agents.
- Refresh your browser.
- From Setup, in the Quick Find box, search for and select Commerce Agentforce Settings.
- Turn on Agentforce for Guided Shopping - B2C.
Agentforce for Guided Shopping is your comprehensive personal customer assistant that enhances the online customer shopping experience. It provides personalized, real-time assistance and ensures connected interactions throughout the customer journey. The AI agent’s capabilities cover a wide range of tasks, including personalized recommendations, real-time support, order management, checkout, and returns. All of these features are designed to create a positive and efficient shopping experience that engages customers and drives sales.
Sum It Up
In this unit, you learned about Agentforce for Guided Shopping and its unique set of capabilities. Agentforce for Guided Shopping supports trusted, friendly, and timely online sales, service, and shopping experiences. In the next unit, learn how to connect your Salesforce org to your B2C Commerce instance to deploy Agentforce for Guided Shopping in your B2C Commerce instance.