Analyst(s): Keith Kirkpatrick
Publication Date: November 20, 2025
Salesforce has introduced Agentforce Commerce, a unified platform that enables retailers to sell across consumer AI channels such as ChatGPT while delivering agentic shopping experiences on owned properties. With AI-driven traffic up 119% and agents projected to drive 22% of Cyber Week orders, this launch marks a pivotal moment for AI-led retail engagement.
What is Covered in this Article:
- Salesforce’s launch of Agentforce Commerce and its new agentic capabilities across AI channels and owned properties.
- Key retail trends, including 119% YoY growth in AI assistant traffic and projections that AI agents may drive 21-22% of global orders during Cyber Week.
- New platform features, including Guided Shopping, Order Routing, ACP integrations with Stripe, and AP2 payment support.
- Early customer results at brands such as Pandora and Pacsun, leveraging AI-powered recommendations and shoppable experiences.
- Skepticism has been raised in media reports about whether AI traffic will convert and whether consumers will complete purchases inside AI platforms.
The News: Salesforce has rolled out Agentforce Commerce, a single platform that lets retailers push product catalogs and checkout flows into consumer AI tools such as ChatGPT, while also powering agent-driven shopping across their own sites, apps, POS systems, and fulfillment operations. The launch follows a 119% jump in online traffic from AI assistants in the first half of 2025, and Salesforce now expects AI agents to handle about 22% of global Cyber Week orders.
Agentforce Commerce brings in tools such as Guided Shopping, Order Routing for Order Management, and connections through the Agentic Commerce Protocol with payment partners such as Stripe and Google’s AP2. Early users, such as Pandora and Pacsun, are leveraging the platform for automated FAQs, enhanced recommendations, and shoppable experiences tailored to Gen Z and Gen Alpha.
Salesforce Launches Agentforce Commerce as AI Shopping Traffic Jumps 119%
Analyst Take: Salesforce is pitching Agentforce Commerce as a single system for reaching customers across new AI-driven shopping channels and traditional retail touchpoints. The company is seeing strong momentum from AI traffic, noting 119% year-over-year growth and projecting that AI agents may drive up to 22% of Cyber Week orders. Along with that, Salesforce is releasing tools that let retailers feed product data straight into AI platforms such as ChatGPT, while also deploying personalized agents and unified order management across sites, apps, in-store tech, and POS. Media coverage shows excitement around these agentic tools, but also a fair amount of doubt about conversion and whether shoppers are ready to buy inside chat experiences. The main keyphrase here is “Agentforce Commerce,” since it sits at the center of the offering and its broader market impact.
Agentforce Commerce Across AI Channels and Retail Systems
Salesforce describes Agentforce Commerce as a system built to tie together digital commerce, POS, and order management under an AI-first setup. Retailers will be able to distribute product catalogs, pricing, and checkout steps straight into AI environments such as ChatGPT using the Agentic Commerce Protocol. The platform also works with Stripe for direct purchasing and Google’s Agent Payments Protocol for secure agent-led transactions. On their own channels, brands can run agents trained on orders, inventory, and customer details to help with discovery, recommendations, and more complicated FAQs. Altogether, these features frame Agentforce Commerce as a system meant to oversee the full agent-led shopping journey.
AI Traffic Growth Meets Expanding Agentic Features
Salesforce says online traffic from AI assistants climbed 119% in H2 FY 2025, helped by new consumer AI discovery channels. The company also believes AI agents may drive 21-22% of global Cyber Week orders, supported by higher conversion than social or traditional search. Agentforce Commerce introduces Guided Shopping with enhanced product pages, interactive carousels, and performance that’s approximately twice as fast as earlier versions. The system supports seven languages and includes agentic actions for merchandising, such as boosting or lowering products based on catalog data and real-time signals. The combination of rising AI traffic and a growing set of agentic features signals an important moment for retailers transitioning into AI-driven commerce.
Retailer Outcomes and Early Use Cases
Pandora is utilizing Agentforce Commerce to automate questions like “Where is my order?” and common product inquiries, resulting in a 10% increase in net promoter score. Its AI-powered recommendations have boosted order volume, increased site traffic, and raised average order value. Pacsun is connecting Agentforce Commerce with tools like ChatGPT to deepen engagement with Gen Z and Gen Alpha, building shoppable moments and cultural tie-ins across various channels. The platform also helps store associates by providing them with contextual product and loyalty information through Agentforce Actions for POS. These early cases demonstrate how retailers are leveraging Agentforce Commerce across channels to enhance engagement and drive customer results.
Skepticism and Cyber Week as a Test Case
Even with the surge in AI traffic, there are open questions about conversion and whether shoppers will actually complete purchases inside AI platforms instead of the usual web or mobile checkouts. This year’s Cyber Week is shaping up to be the first big shopping period where AI assistants may influence both discovery and conversion in a noticeable way. Salesforce’s recent acquisitions – including Doti, Spindle AI, and Informatica – are part of building stronger automation and reasoning behind Agentforce. All of this makes Cyber Week 2025 an important test for Agentforce Commerce and its growing role in AI-powered retail.
One aspect that may tip the scales in favor of these new channels is demographics. Younger consumers who have grown up with digital channels are perhaps more likely to be comfortable shopping through these channels of convenience, rather than traditional storefronts or mobile applications. However, first impressions will matter; if the experience is marred by friction, inaccuracies, or other stumbling blocks to fulfillment, expect consumers and retailers to rethink how to best implement agentic AI within the shopping experience.
What to Watch:
- The number of retailers adopting ACP integrations to syndicate product catalogs into ChatGPT.
- Whether Cyber Week data validates the projection that AI agents will drive 21-22% of global orders.
- Retailer response to automated merchandising and order routing features as they move toward Winter 2026 availability.
- Consumer willingness to complete purchases inside AI assistants rather than traditional checkout flows.
- The performance of Guided Shopping, with its upgraded speed, localization, and interactive content, across global markets.
See the complete press release on Salesforce unveiling Agentforce Commerce capabilities on the Salesforce website.
Disclosure: Futurum is a research and advisory firm that engages or has engaged in research, analysis, and advisory services with many technology companies, including those mentioned in this article. The author does not hold any equity positions with any company mentioned in this article.
Analysis and opinions expressed herein are specific to the analyst individually and data and other information that might have been provided for validation, not those of Futurum as a whole.
Other insights from Futurum:
Salesforce Q2 FY 2026 Earnings Show EPS Beat, CRPO Growth, Margin Expansion
Will an Infusion from Salesforce and ServiceNow in Genesys Drive Similar Deals?
Are CIOs Ready to Bet Their Agentic Operating Model on Salesforce?
Author Information
Keith Kirkpatrick is Research Director, Enterprise Software & Digital Workflows for The Futurum Group. Keith has over 25 years of experience in research, marketing, and consulting-based fields.
He has authored in-depth reports and market forecast studies covering artificial intelligence, biometrics, data analytics, robotics, high performance computing, and quantum computing, with a specific focus on the use of these technologies within large enterprise organizations and SMBs. He has also established strong working relationships with the international technology vendor community and is a frequent speaker at industry conferences and events.
In his career as a financial and technology journalist he has written for national and trade publications, including BusinessWeek, CNBC.com, Investment Dealers’ Digest, The Red Herring, The Communications of the ACM, and Mobile Computing & Communications, among others.
He is a member of the Association of Independent Information Professionals (AIIP).
Keith holds dual Bachelor of Arts degrees in Magazine Journalism and Sociology from Syracuse University.
