Snap's SPECS AR Glasses Get AI-Powered Buying Experience

Snap Inc.'s SPECS AR glasses are a high-end product that customers want to understand before making a decision. To address this, Snap needed to develop a solution that could provide instant answers when buyers are highly engaged.

To meet this challenge, SPECS created an AI concierge powered by Agentforce on their website. This allows customers to learn more about the glasses, get answers to their questions, and find support in one conversational experience.

The AI concierge is built around a superagent that connects customers with specialized agents. For example, if a shopper asks 'what can I actually do with SPECS?', they'll get an answer from the Ask Me Anything Agent. As customers move through their journey, other agents step in for different needs.

The system draws on trusted context from Salesforce and Google BigQuery to determine which agent should engage. When a service issue requires human support, the Service Agent creates a case in Zendesk, passing customer context and conversation history to a representative.