Crocs Launches AI-Powered Shopping Support Agent

Crocs has launched Rivet, an AI-powered superagent that combines shopping and customer support in one conversation.

Rivet is powered by Salesforce's Agentforce technology and serves as a conversational interface for customers to discover products, track orders, and get questions answered.

The company expects Rivet to increase customer conversations resolved autonomously and improve shopping outcomes, targeting increases in search success, click-through rate, average order value, and sales.

Crocs has already seen improvements in its service operation with Agentforce Service, reducing redundant customer profiles by 50% and cutting average handle time by 50% through automated case creation and workflow management.