Customers are ready to buy, but your experience makes them work for it. They search, filter, compare and still drop off before completing the transaction.
The reality check
AI is everywhere. Impact isn’t.
Organizations have invested in platforms, launched pilots and activated data, but value remains trapped. Journeys present options but don’t guide decisions. Assistants respond but don’t resolve. Customers drop off or turn to support instead.
The gap isn’t technology. It’s how experiences are designed and executed.
The shift
Customers don’t always want to browse. They want to ask and get things done. This is where agentic experiences change the model. Instead of navigating systems, customers interact and the system takes care of the rest.
In our latest report on conversational commerce, we share an interesting stat: 72% of consumers say they would consider completing a full purchase inside an AI chat experience, including payment.
This signals a fundamental shift: intent, decision-making and transactions are moving into conversational environments.
See it in action
At the Agentforce World Tour, we’re showing what this execution layer looks like in practice.
- A customer asks a simple question.
- The system contextualises and understands intent.
- Data, commerce and service systems work together.
- The action is completed.
No browsing. No switching channels. No friction.
