Salesforce Delivers Next Generation Commerce Cloud with a Unified Platform, AI Agents, and More

The new Commerce Cloud features a fully unified experience on a single platform for connected customer experiences and greater revenue growth
Autonomous Agentforce Agents augment commerce experiences for merchants, buyers, and shoppers
Customers like MillerKnoll realize continued success with new innovations for Commerce Cloud, scaling their workforce and growing revenue across digital and physical channels
Salesforce today introduced the next generation of Commerce Cloud, unifying every element of commerce — B2C, DTC, and B2B Commerce, Order Management, Payments, and more — on a single, integrated platform powered by enterprise-wide data and trusted AI. 
Salesforce also unveiled several new innovations within Commerce Cloud, including three new Agentforce agents — Merchant, Buyer, and Personal Shopper. With Agents for Commerce and new features and functionality like In-Store Inventory Planning, Amazon “Buy with Prime”, D2C Consumer Experiences, and Salesforce Checkout, businesses can augment their workforce, increase revenue, and seamlessly connect digital and physical channels. These innovations also make it easier than ever for companies to natively integrate every customer interaction with sales, marketing, service, and partner functions.
The Agents for Commerce — Merchant, Buyer, and Personal Shopper — are designed to autonomously manage a range of tasks, including product recommendations and order lookup, without the need for direct human supervision. Grounded in a rich array of data sources — including in-store and digital interactions, orders, inventory, customer reviews, unified customer profiles, CRM data, and metadata — these agents enhance operational efficiency and drive productivity. By tapping into this unified data, these agents augment employees to provide tailored interactions, strengthen customer relationships, and contribute to improved margins. Each agent operates with clear adherence to privacy and security guidelines, ensuring that sensitive information is handled with the utmost care.
“Traditional point solutions often result in ‘commerce islands,’ where different parts of the business operate in isolation, leading to fragmented customer journeys and missed revenue opportunities. The future of commerce demands a customer experience that isn’t siloed,” said Michael Affronti, SVP and General Manager of Commerce Cloud. “Commerce Cloud embodies unified commerce — giving businesses a single, integrated platform that brings every part of the commerce journey together with Agentforce agents to unlock new revenue opportunities and AI-powered efficiency, delivering consistent, personalized experiences across every channel.” 
Why it matters: The rise in data silos and multiple sales channels have made it harder for commerce businesses to deliver seamless, connected experiences that customers demand. Unifying all commerce systems and data allows businesses to personalize every interaction with AI, boosting customer loyalty and revenue opportunities essential for companies today. In fact, research from Adyen shows that adopting unified commerce strategies presents a $1.5 trillion opportunity for retailers globally.
Commerce Cloud now natively connects all aspects of commerce — B2C, DTC, and B2B Commerce, Order Management, and Payments, with sales, service, and marketing — on a single platform. This enables a complete view of the customer journey with a shared catalog and user profile. By unifying catalogs, pricing, orders, marketing segments, and engagement intent, companies can deliver personalized interactions, increase loyalty, and grow revenue across every customer touchpoint. 
With new, native extensibility for Sales, Service, and Marketing Cloud, Commerce Cloud helps businesses tackle complex tasks:
Agentforce Agents for Commerce Cloud work alongside merchants to engage buyers and shoppers through dynamic, conversational interactions that improve loyalty and increase conversions. These agents autonomously handle business tasks using CRM data, external data, and metadata, while maintaining strict privacy and security guidelines. For more complex, high-priority tasks, they seamlessly escalate to human support. Fully customizable, these agents can be tailored to fit any business or workflow. Agents for Commerce include: 
Powered by data, AI, and the Salesforce platform, Commerce Cloud helps brands anticipate customer needs and build faster, more seamless buying experiences at every customer touchpoint. Key new capabilities include:
Customer perspective: “We are focused on offering personalized experiences to each and every customer to meet their unique needs. Embracing the complete power of Salesforce Commerce Cloud and its connection to sales, service, marketing, and more, helps us create a unified experience across our portfolio of brands. We’re already seeing the increase in online sales and customer satisfaction.” – Frank DeMaria, Vice President of Digital Engineering & Platforms at MillerKnoll
Any unreleased services or features referenced here are not currently available and may not be delivered on time or at all. Customers should make their purchase decisions based upon features that are currently available.