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How CSL Used Agentforce to Handle 40,000 Monthly Conversations and Lift NPS 10 Points in Retail

Cloud Science Labs personalized omnichannel experiences with Agentforce, Data 360, Commerce Cloud, Service Cloud, Loyalty Management, and MuleSoft globally.

About The Project:

Cloud Science Labs deployed Agentforce, Data 360, Commerce Cloud, Service Cloud, Loyalty Management & MuleSoft for a global jewelry retailer, the world's largest jewelry brand with 37,000 employees globally. The outcome Agentforce handles 40,000 customer conversations per month, with 60% of cases resolved autonomously without human involvement. Customer NPS improved by 10 points, and 22% of the client's total sales now flow through Commerce Cloud.

Industry:

Retail Jewelry

Project:

Agentforce Powered Transformation for Retail

About the Client:

A global jewelry retailer, the world's largest jewelry brand with 37,000 employees globally.

The Challenge

A global jewelry retailer, the world's largest jewelry brand with 37,000 employees globally, was struggling to replicate its beloved in-store shopping experience online. Digital customers lacked the personalized guidance of in-store associates, leading to lower conversion rates and higher support volumes. The company also faced the challenge of unifying customer data across its global commerce, loyalty, and service platforms to deliver truly connected experiences.

The Agentforce Solution

Cloud Science Labs (CSL) designed and delivered the Agentforce solution:


Agentforce was deployed as the client's AI shopping and service agent handling 40,000 customer conversations per month with personalized product recommendations, real-time order support, and jewellery styling guidance. Data 360 unified customer profiles across Commerce Cloud, Loyalty Management, and Service Cloud, giving every AI agent interaction the context of the customer's full purchase history and preferences. MuleSoft connected all back-end systems for real-time action.


Technology used: Agentforce, Data 360, Commerce Cloud, Service Cloud, Loyalty Management & MuleSoft.

The Result


  • Agentforce handles 40,000 customer conversations per month, with 60% of cases resolved autonomously without human involvement.

  • Customer NPS improved by 10 points, and 22% of the client's total sales now flow through Commerce Cloud.

  • The platform has successfully brought the personalised in-store experience to the client's digital channels at global scale.


Quick Answers


  1. Can Agentforce work for a retail business? Yes. CSL deployed Agentforce, Data 360, Commerce Cloud, Service Cloud, Loyalty Management & MuleSoft for a global jewelry retailer, the world's largest jewelry brand with 37,000 employees globally.

  2. What results can Agentforce realistically deliver? Agentforce handles 40,000 customer conversations per month, with 60% of cases resolved autonomously without human involvement.

  3. Which Salesforce technologies does this solution use? Agentforce, Data 360, Commerce Cloud, Service Cloud, Loyalty Management & MuleSoft.

Ready to Do the Same?

If support volume is straining your team or costing you sales, Cloud Science Labs can help you achieve similar results with Agentforce. Book a free Agentforce assessment digital@cloudsciencelabs.com

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