1/14/2026 · 1 min read
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Salesforce is expanding its Agentforce Commerce offering, indicating a strategic move to integrate AI more deeply into shopping experiences and empower service agents within the retail sector. This enhancement aims to meet the demands of an accelerating AI-driven commerce landscape.
Salesforce has introduced updates to its Agentforce platform, centering on enhanced e-commerce AI capabilities. These developments aim to improve intelligent automation within online retail environments.
Salesforce introduces Agentforce Observability, a new capability designed to provide real-time insights into the decision-making processes of AI agents. This feature allows users to monitor how AI agents "think," enhancing transparency and trust in AI-driven interactions.
This article highlights how Salesforce's Agentforce Enhanced Chat developed an agent-centric chat experience, prioritizing the needs of customer service agents while successfully managing the migration of over 3,000 existing customers. It delves into the engineering efforts behind this significant upgrade, as shared by engineering leaders in the 'Engineering Energizers Q&A' series.