Salesforce (NYSE: CRM) recently announced that SharkNinja, a global product design and technology company, is implementing Agentforce and other Salesforce products, including Commerce Cloud, to drive global growth by scaling its personalized customer service approach with autonomous agents.
SharkNinja is a global provider of indoor and outdoor household products, transforming how people cook, clean, and live in homes around the world. As the innovator behind two multi-billion-dollar brands — Shark and Ninja — SharkNinja is renowned for its diversified portfolio of products, including Shark vacuum cleaners and beauty tools, as well as Ninja kitchen appliances, such as blenders, air fryers, and ice cream makers.
To support its rapid, global growth, SharkNinja is embracing solutions that will scale support and service more efficiently across more than 30 markets while delivering a seamless consumer shopping experience.
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Agentforce, a new layer on the Salesforce Platform, will enable SharkNinja to easily build and deploy AI agents that can autonomously take action across any business function. With Agentforce, SharkNinja will have an always-on, digital workforce available 24/7 to guide customers through the buying process, answer product questions, troubleshoot issues, and manage returns — streamlining human agent workloads so they can focus on meaningful, high-impact interactions.
“Innovation is the driver behind every product SharkNinja creates across our vast portfolio, so it was really important to find a tool that could give us the capabilities needed to be just as innovative across every consumer interaction,” said Velia Carboni, CIO, SharkNinja. “We believe Agentforce is this key to helping us build a community that keeps consumers coming back as we continue to grow and develop new problem-solving innovations that positively impact people’s lives in homes around the world.”
Agentforce will also help SharkNinja enhance brand loyalty through tailored support interactions that deliver targeted solutions and recommendations based on insights from customer data from previous purchases and service history.
“SharkNinja prioritizes quality, innovation, and an exceptional customer experience,” said Adam Evans, EVP & GM of Salesforce AI Platform. “By integrating customer data with service and support functions, Agentforce enables SharkNinja to deliver an exceptional experience at every touchpoint — building customer loyalty and keeping them coming back time and time again.”
SharkNinja will also leverage Commerce Cloud, enabling the company to consolidate customer data from multiple sources into a single, unified view. This integration will enable the delivery of more personalized shopping experiences for each customer. At the same time, having unified touchpoints will allow SharkNinja to more effectively track engagement across its global customer base.
What this means for ERP Insiders
Agentic AI just might be the killer app of AI. As of late 2024, approximately 26% of companies have initiated agentic AI pilots or proofs of concept. This figure is projected to rise to 50% by 2027. And by 2028, it’s anticipated that 33% of enterprise software applications will incorporate agentic AI, facilitating 15% of daily operational decisions to be made autonomously. But generative AI is not going away. GenAI is best suited for augmentation, content creation, and decision support—helping professionals generate high-quality content and insights faster. Agentic AI is ideal for automation and autonomous decision-making—handling complex, multi-step tasks and executing them without human intervention. Organizations will benefit most by combining both—using Gen AI to generate insights and Agentic AI to take action on those insights. The convergence of Gen AI and Agentic AI will lead to autonomous, creative, and intelligent systems capable of end-to-end automation, content production, and strategic decision-making.
Agentforce plays well with others. Agentforce is designed to integrate seamlessly with a wide array of major enterprise systems, enhancing its capabilities across various business functions. For instance, through MuleSoft’s pre-built connectors, Agentforce can access and interact with SAP’s ERP modules, facilitating real-time data synchronization and process automation. And Agentforce integrates with Oracle ERP systems, enabling efficient data exchange and workflow automation to streamline business operations. Integration with Microsoft Dynamics ERP allows Agentforce to unify data and automate processes, enhancing decision-making and operational efficiency. Agentforce also connects with supply chain management systems to provide predictive insights, optimize supply chain operations, and improve resource management. And Agentforce is natively integrated with the entire Salesforce Customer 360 suite, including Sales, Service, Commerce, and Marketing Cloud, allowing agents to utilize complete customer context and take action directly within these applications. Agentforce leverages MuleSoft’s integration capabilities to connect with various other external systems and data sources, ensuring agents have access to comprehensive and up-to-date information necessary for informed decision-making.
Learn from companies already down the path with Agentforce. Wiley, in the publishing and education industry, implemented AI-powered agents to assist customers in resolving common issues independently. As a result, the company achieved a 213% return on investment by reducing the workload on service representatives, allowing them to focus on more complex cases, and enhanced customer satisfaction through quicker issue resolution. The Adecco Group, in the talent solutions and recruitment industry, deployed autonomous agents to handle administrative tasks such as sifting through resumes, creating shortlists, and managing end-to-end screening processes. The company improved efficiency in the recruitment process, enabling recruiters to focus on building meaningful connections with candidates. The Adecco Group is now exploring further applications of Agentforce to enhance job descriptions and boost candidate engagement. OpenTable, in the hospitality and reservations space, enhanced customer service by integrating Agentforce with Service Cloud. The company boosted productivity for service representatives through AI agents, leading to more efficient handling of customer inquiries, and it improved overall customer experience by providing timely and accurate responses.
