Retailers in Singapore are increasingly turning to artificial intelligence (AI) agents to maintain a competitive edge, according to Salesforce’s latest Connected Shoppers Report. The report reveals that 69% of retailers view AI agents as essential for overcoming rising costs and meeting growing customer expectations. This shift comes as the retail landscape becomes more complex, with digital spending spreading across multiple platforms.
The report, which surveyed 500 shoppers and 100 retail decision-makers in Singapore, highlights the pressures retailers face, including rising customer acquisition costs and the declining share of physical store purchases, projected to drop from 43% in 2024 to 38% by 2026. To address these challenges, retailers are focusing on improving store associate productivity, enhancing customer service, and implementing unified commerce strategies.
AI agents are seen as a crucial tool in this transformation, with 85% of retailers planning to increase their AI investments over the next year. These agents are expected to streamline marketing efforts, optimise websites, and manage inventory, among other tasks. Velia Carboni, CIO of SharkNinja, noted that Salesforce’s Agentforce is “key to helping us build a community that keeps consumers coming back.”
Unified commerce is also playing a significant role, with 82% of retailers in Singapore working on initiatives to connect operations across channels. This integration is vital for AI agents to function effectively, providing personalised and real-time responses to shoppers.
Consumers in Singapore are already embracing AI, with 36% using it for product discovery. Trust remains a critical factor for wider adoption, with shoppers prioritising data privacy, transparency, and the ability to control AI interactions. As the retail sector evolves, the focus on AI is expected to drive growth and enhance customer experiences.
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