Crocs Builds AI-Powered Shopping Assistant Rivet with Salesforce and Rosetree Solutions

Crocs partnered with Salesforce and Rosetree Solutions to build an AI-powered shopping assistant called Rivet, powered by Agentforce. The goal was to improve product discovery, answer customer questions about sizing and fit, and reduce customer service queues.

The team of three worked together to design a superagent architecture, which would allow customers to interact with multiple agents from one continuous chat. This approach enabled scalability and future expansion without starting from scratch.

Rivet was built in just five months, and its architecture allowed Crocs to extend it into Agentforce Voice in only seven weeks. The team also implemented agent analytics, enabling the company to monitor and improve Rivet over time.