Crocs is building one AI agent for shopping and support
In plain words
Crocs' old chatbot sent 80% of chats to a person. It is rolling out an Agentforce agent that helps shoppers pick products and handles support.
Still a trial: Expects bigger orders. Earlier work had already halved the time spent on each call.
Source: salesforce.com ↗
How to do it yourself
Our suggested steps. The company didn't publish theirs.
- 1
Count how many bot chats end up with a person today.
- 2
Pick 1-2 actions it may take on its own (e.g. order lookup, address change) and set the limits.
- 3
Connect Salesforce Agentforce to your store or back office and paste the prompt below.
- 4
Test each action on 30 real cases with a human checking.
- 5
Turn it on, track automation rate and CSAT weekly, add the next action.
The instructions to give the AI
Paste this into Salesforce Agentforce (the free plan is fine), swap the [brackets] for your details, and test it on a few real examples.
This is one part of the setup. It won't connect to your phone, inbox or other apps on its own; the steps above cover that.
Agent instructions (prompt)
You help [brand] shoppers. If they're browsing, ask what it's for and suggest 2 styles in their size. If they need help with an order, look it up and solve it. Hand to a person only if you can't.
[Highlighted] = replace with your own details before you run it.
What you should get back: "For a beach day I'd go Classic Clog or Baya Sandal in size 9 — both in stock."
Written by Quickly and Good, inspired by this case.
More detail: tools, prices and what you'll need
The company used: Salesforce Agentforce
You could use: Salesforce Agentforce
- Salesforce Agentforce
AI agents that work inside Salesforce CRM for sales and service.
See pricing · Official site ↗
Prices from each tool's own pricing page, checked Oct 2026.
What you'll need
- ☐An enterprise AI platform licence
- ☐Integration with your core systems (CRM, billing, identity)
- ☐Security, privacy and compliance review
- ☐A curated knowledge base
- ☐A testing and evaluation programme
- ☐Human escalation and monitoring
Can I do this myself?
Not on your own. These are enterprise platforms sold with implementation help. A small business can get part of the way with Intercom Fin or Tidio Lyro (3-7 days, no-code), but matching this result means hiring a builder.
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