Salesforce's latest State of Commerce report finds that agentic search — shoppers starting with a question to an AI assistant or LLM — grew 200% year over year as the first step in the purchase journey. The findings draw on surveys of 3,450 commerce professionals and 4,689 consumers plus behavioural data from more than 1.5 billion global shoppers. Traffic referred from AI chats rose between 150% and 428% year over year in every measured quarter. At the same time, discovery through brand-owned sites fell 7% and traditional search fell 15%. Eighty-six percent of commerce leaders say AI is raising customer expectations. Only 28% of organisations currently use agentic AI, though another 44% plan to adopt it within six months. Among current users, just 4% are still mainly piloting; the largest group is already scaling across teams. Adopters report gains in customer satisfaction, personalisation and efficiency, yet only 32% have fully defined AI success metrics.
Salesforce's latest State of Commerce report finds that agentic search — shoppers starting with a question to an AI assistant or LLM — grew 200% year over year as the first step in the purchase journey. The findings draw on surveys of 3,450 commerce professionals and 4,689 consumers plus behavioural data from more than 1.5 billion global shoppers. Traffic referred from AI chats rose between 150% and 428% year over year in every measured quarter. At the same time, discovery through brand-owned sites fell 7% and traditional search fell 15%. Eighty-six percent of commerce leaders say AI is raising customer expectations. Only 28% of organisations currently use agentic AI, though another 44% plan to adopt it within six months. Among current users, just 4% are still mainly piloting; the largest group is already scaling across teams. Adopters report gains in customer satisfaction, personalisation and efficiency, yet only 32% have fully defined AI success metrics.