A short promotional/demo transcript showing how Saks uses Salesforce’s AgentForce to personalize customer experiences. Speakers describe AgentForce routing, photo/text understanding, personalized recommendations (example: customer “Maria” with an upcoming birthday), augmenting—rather than replacing—human stylists, and using Data Cloud to unify customer data across commerce and service.
We believe there's going to be a fundamental shift in the way that you interact with humans at Saks that's really going to be enabled by Agent force.
At Saks we deliver a dream. We sell things that people want to love. The emotional connection you have with finding that one thing you want.
There are lots of new changes happening across the technology ecosystem. You need to have the best technology.
We saw the luxury consumer beginning to move to E commerce. We said we gotta pivot really important.
For us to meet the customer where they want to be and service them in the best ways.
AgentForce offers personalized service to customers like Maria. In this case she has a birthday coming up.
If you have millions of customers and you want to create millions of different experiences, it's not scalable. But AgentForce gives us that ability.
AgentForce will enable us to service customers in ways we couldn't imagine before. It will recognize photos and understand text and make personalized recommendations to customers like Maria.
We really believe there is an immense opportunity for AgentForce to allow for our service agents to become stylists. Really focus on client telling with our customers. We are recommending things for you that are personal to you, that are authentic to you. AgentForce is really allowing our humans to have a deeper, more impactful interaction with our customers.
Gives us the ability to continue to offer a very high touch luxury experience that people expect from a Sachs. And I know it sounds simple but that full 360 degree view of the consumer, everything they're doing, from how they're browsing, from how they're shopping, from what they return, from what they call the call center about, from how they pay, from everything really understanding them. We're going to give them that comfort that they're the most important to us, which they are.
When Maria contacts us, it's intelligently routed to a customer representative based on the nature of her question.
AgentForce is going to free up our people to work in a different way with their clients. It's not going to replace, it's going to augment.
Here we have agents enforce making a recommended response based on customer data, previous cases as well as knowledge articles. All we have to do is hit post.
We believe that data cloud is going to be the platform for us to activate that data through servicing, through commerce, through order management.
If you can get people comfortable and if you can work with them on an individual basis, a personalized basis, the sky's the limit on what you can do with them.
I don't believe that the experience that we are delivering would be possible without Salesforce.
It goes back to the belief that humans with agents drive customer success together. That's how we're going to win.
