090: Agentforce and the Future of Commerce with Rob Smith from OSF

Salesforce Commerce Cloud Innovations

In this episode, we discuss the future of commerce with Rob Smith, Global VP of Technology at OSF Digital. The episode examines the groundbreaking AgentForce platform, highlighting its use of generative AI-powered autonomous agents that redefine customer engagement and service delivery. Discussions extend to the broader implications of AI adoption, emphasizing trust and security with Salesforce's Trust Layer and the critical role of early adoption for competitive advantage.

We also examine the future of e-commerce, exploring the impact of AI, the rise of social commerce, and shifting consumer behaviors post-COVID. This episode shows how AI is reshaping the e-commerce landscape, promising enhanced productivity and service experiences.

Show Highlights:

• In-depth discussion on AgentForce, a Salesforce tool using generative AI for autonomous customer service agents.
• Examination of the potential of AI in enhancing customer service experiences and productivity.
• AI adoption challenges and the importance of trust and security in digital interactions.
• The future of AI in e-commerce, including the impact of social commerce and conversational AI.
• Analysis of post-COVID consumer behavior shifts and the growing role of social platforms in shopping habits.
• Reflections on the necessity for businesses to adapt to AI advancements to maintain a competitive edge.

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Supporting Resources:

Join the Commerce Cloud Community: http://sforce.co/commercecrew

To learn more about Commerce Cloud Innovations, go here: https://www.salesforce.com/commerce/innovations/

Interested in being a guest or know someone who should be? Use this nomination form: http://sfdc.co/podnomination

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Episode Credits

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