Crocs Rivet retail shopping and support agent
Crocs built Rivet, an Agentforce superagent that moves between product discovery, order support, returns, and rep handoff.
Author: Salesforce
What was done
Crocs created Rivet as a single conversational assistant for Crocs and HEYDUDE shoppers. An orchestrator agent routes messages to shopper and service agents, using Commerce APIs, Algolia product search, Data 360, Contentstack content, and IBM Sterling order data for recommendations, inventory, order tracking, returns, and warranty questions. If shoppers request a person or show frustration, Rivet creates and pre-populates a case in Agentforce Service with order details and conversation history. Salesforce reports Crocs had already cut redundant customer profiles and average handle time by 50% with its Agentforce Service foundation before extending into Rivet.