{"id":3097,"date":"2023-09-25T13:45:58","date_gmt":"2023-09-25T13:45:58","guid":{"rendered":"https:\/\/www.rafter.one\/?p=3097"},"modified":"2025-06-11T12:32:11","modified_gmt":"2025-06-11T12:32:11","slug":"3-ai-features-personalizing-the-b2b-commerce-customer-experience","status":"publish","type":"post","link":"https:\/\/www.acxiom.com\/salesforce\/3-ai-features-personalizing-the-b2b-commerce-customer-experience\/","title":{"rendered":"3 AI Features Personalizing the B2B Commerce Customer Experience"},"content":{"rendered":"<style>@media only screen and (max-width: 600px) {.gb-6a50f1e78d0bd{font-size: 30px!important;}}<\/style>\n<h2 class=\"gb-6a50f1e78d0bd wp-block-heading\" id=\"h-advisory-director-jason-rieckewald-schmidt-discusses-how-new-artificial-intelligence-ai-features-will-positively-impact-salesforce-b2b-commerce\">Advisory Director, Jason Rieckewald-Schmidt discusses how new Artificial Intelligence (AI) features will positively impact Salesforce B2B Commerce<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The biggest complaint I hear from <a href=\"\/salesforce\/services\/b2b-commerce\/\" target=\"_blank\" rel=\"noreferrer noopener\">B2B Commerce<\/a> customers is that they have more visibility to the $30 pizza they are getting delivered than their recent $3,000 B2B order. Or think about how you can return a product from Amazon in just a few clicks compared to the long hold times to do a return with products delivered at work. We wish the convenience and personalization of our consumer lives fed into our business buying experience.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The good news is that all the advancements in our consumer life are happening simultaneously in your B2B life as well. Simply put, AI is at the forefront of Salesforce\u2019s Commerce vision \u2013 for both consumers and business buyers.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading orange-hat\" id=\"h-3-ai-powered-commerce-products-for-personalization-in-b2b-nbsp\">3 AI-Powered Commerce Products for Personalization in B2B&nbsp;<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">B2B customers can expect more personalization with the new AI-powered Commerce products, announced at <a href=\"https:\/\/www.salesforce.com\/plus\/search?keywords=Dreamforce\" target=\"_blank\" rel=\"noreferrer noopener\">Dreamforce 2023<\/a>. <strong>62%<\/strong> of buyers believe that the businesses they buy from should surface more relevant information in their buying experience. In the past, surfacing this data has been complex from the different silos and has been slow and expensive. But now with AI, that data will be surfaced from different locations, in real-time, providing the personalized buying experience that business buyers are looking for. Here are 3 AI features that will provide an improved Salesforce B2B Commerce buying experience.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"1-personalized-product-recommendations\">1. Personalized Product Recommendations&nbsp;<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">By looking at different data points such as order history and white space, product recommendations will now be more relevant than ever. Instead of having a \u2018one size fits all\u2019 strategy with static cross-sells or upsells, AI will drive personalized recommendations for buyers. This will reduce the time buyers spend on the site while promoting products that are more relevant to them. All of this will increase customer satisfaction and increase revenue without having to add additional staff.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"2-return-rate-insights\">2. Return Rate Insights&nbsp;<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">AI isn\u2019t just for your end customers. One new feature that users will love is the Return Rate insights. This is a way that Generative AI will help business buyers make better purchasing decisions that will lead to lower returns. So not only can AI promote better products to recommend, but it can also reduce the probability that those same buyers will return products. AI is both increasing revenue and reducing the cost of service.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"3-self-service-chatbots-for-order-management\">3. Self-Service Chatbots for Order Management<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The biggest release that will help our customers immediately is the \u2018where\u2019s my order\u2019 chatbot for Order Management. This not only reduces the highest volume of cases \u2014 where\u2019s my order \u2014 but it is typically the most expensive channel. And this couldn\u2019t have come at a better time.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">I recently heard that one Salesforce Service Cloud customer no longer allows sales reps to have access to the ERP. This means that when a customer calls to find out their order status, the sales reps call the customer service agent, who then looks up the order in the ERP. Then the sales reps call back the customer and relay the information. These types of interactions are costly, inefficient, and reduce customer satisfaction.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This new chatbot lets customers, dealers or even sales reps look up an order status without ever needing to call customer support. Chatbots can deflect those order status inquiries which reduces case volume and increases customer satisfaction. A recent Harvard Business Review study uncovered that <strong>81%<\/strong> of customers want to try a self-service channel <em>before<\/em> calling a service agent to solve their issue. Our customers want to self-serve, we just need to make it easier for them.&nbsp;&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The early results show that this will decrease the number of cases by <strong>20-35%<\/strong>. Imagine turning on a chatbot and then freeing up 2.5 hours a day for each service agent! That is the power of bringing data into Salesforce and then giving users an easy way to access that data.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"ai-powered-commerce-in-motion\">AI-Powered Commerce in Motion&nbsp;<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Acxiom will be continuing the conversation around AI-powered commerce and diving deeper into ta this topic of Order Servicing, so stay tuned. We\u2019re excited to explore these next generation features with our customers so that you can harness the power of Salesforce and AI to drive your businesses forward.\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><em>\u2013 Jason Rieckewald-Schmidt, Advisory Director<\/em><\/strong><\/p>\n\n\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Advisory Director, Jason Rieckewald-Schmidt discusses how new Artificial Intelligence (AI) features will positively impact Salesforce B2B Commerce The biggest complaint I hear from B2B Commerce customers is that they have more visibility to the $30 pizza they are getting delivered than their recent $3,000 B2B order. Or think about how you can return a product [&hellip;]<\/p>\n","protected":false},"author":13,"featured_media":5463,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":true,"_gspb_post_css":"","inline_featured_image":false,"footnotes":""},"categories":[137,44,6,8,116,28],"tags":[126,3,127,80,58,55],"topics":[],"class_list":["post-3097","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ai-einstein","category-b2b-commerce-page","category-blog","category-news","category-resources","category-thought-leadership","tag-ai","tag-b2b-commerce","tag-gpt","tag-news","tag-salesforce-partners","tag-thought-leadership"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.6 (Yoast SEO v27.6) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>3 AI Features Personalizing the B2B Commerce Customer Experience - Acxiom Salesforce 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