When you have Salesforce MVP Eliot Harper combine cutting-edge AI and a common ecommerce experience, well… the result is anything but common.

In this video, dive into the world of Salesforce Agentic Marketing and learn how bringing AI directly into a customer’s inbox can revolutionize your client experiences.

Want to work with us on bringing Agentic AI to your customers? Get in touch.

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Transcript:

Hello, I’m Eliot Harper, and I’m here representing Team Ateko. Today, I’m excited to introduce a groundbreaking, innovative approach to agentic AI—one that redefines what’s possible with email.

AI has already revolutionized retail—reshaping everything from personalized shopping experiences to predictive supply chain management. Today, 84% of retailers are using AI in some form. And increasingly, AI in retail is becoming agentic — capable of acting autonomously, without human intervention. In fact, 43% of retailers say they’re already piloting agentic AI.

But while the benefits are compelling—greater efficiency, faster service, and lower costs—the challenge is clear: how do you make agentic AI feel seamless to the customer?

For example, a simple task like updating an order. Typically, a customer might need to login into a retailer’s website—assuming they’ve even created an account. And if they checked out as a guest, good luck! This is often a high-friction experience. But, regardless of who you order from, there’s one thing every customer receives—an order confirmation email.

So here’s the big idea: what if customers could make changes to their order directly from that email? No logins, just real-time, interactive support right inside the inbox?

Well, with Salesforce Marketing Cloud Engagement and the Agent API, that’s exactly what’s now possible—creating rich, two-way conversations that live inside the email itself.

Let me show you how it works.

Meet Karen—a software designer who spends her weekdays designing user experiences and her weekends chasing real ones. Karen is an outdoor enthusiast through and through—and a loyal customer of Northern Trail Outfitters, or NTO.

Karen has recently placed an order and received a confirmation email.

When she opens the email, the order details are fetched in real-time from Salesforce. So if anything about the order has changed—for example, if it’s been partially fulfilled—that update is reflected immediately, at open time.

At the bottom of the email, you’ll see a built-in service agent. Let’s say Karen wants to update her shipping address from 742 Meadowbrook Lane. She types: “Please update my street address to 112 Summer Street.”

When she clicks send, this message is sent to Agentforce, which launches a custom Flow to update the shipping address. The agent then confirms the change, and you’ll notice the address in the email updates in real-time.

You’ll also see that each message is timestamped, showing when it was sent and responded to.

Now let’s try another change.

Karen ordered a teal and turquoise Isabella backpack but decided she’d prefer it in black, after browsing other options on the NTO website. So Karen asks: “Could I change the Isabella backpack to the color black?”

Again, the agent processes the prompt, identifies the correct action, and triggers a Flow to update the order. The agent confirms the update—and you can see the item image and color have now changed to a black backpack right in the email.

Here’s a quick recap of how this process works:
When the customer submits a prompt from an email, the message is sent from the email to the agent via the Agent API.

The agent uses its reasoning engine to identify the topic that best matches the prompt.

Based on the matched topic, the agent triggers one or more predefined actions, such as launching a Salesforce Flow.

The flow updates the customer record, and sends a contextual response back to the email.

The email dynamically updates to reflect the latest changes—all within the inbox.

And there you have it—a groundbreaking first. I’ve shown how an autonomous agent can be embedded directly in an email, enabling frictionless, agentic customer experiences without ever leaving the inbox.

This isn’t just about innovating email — it’s reinventing customer engagement.

Thank you.