Consumer shopping behavior is changing rapidly, we saw this in 2024 and continue to see this shift in 2025. There is practically no difference left between online and in-store shopping. Instead of considering whether they are shopping in a store or on a website, consumers now focus on the option that is most convenient for them.

To get ahead of this retail consumer experience shift, Salesforce at NRF 2025 unveiled a revolutionary point of sale (POS) system powered by generative artificial intelligence (GenAI). 

The GenAI Salesforce POS is taking a significant step in reshaping the current retail sector. Unifying both physical and digital experiences will not only offer better-personalized interactions but also will streamline daily retail operations.

Key Takeaways

• At the National Retail Federation (NRF) 2025, Salesforce introduced a POS system built on GenAI. Promising to transform the entire shopping experience completely, this launch has the potential to change the current retail space, which is already experiencing evolving consumer shopping behavior. From product discovery to checkout – every step of customer interaction will be more personalized through AI-driven recommendations, real-time inventory insights, and seamless omnichannel experiences at every touchpoint.
• GenAI POS is designed to create a seamless, unified shopping experience by merging in-store and online sales. It aligns with the shopping behavior of consumers nowadays, who, for instance, may browse online and buy in-store.
• Salesforce is also planning to leverage AI agents in this setup. Salesforce’s Agent Force for Retail will offer a library of pre-built AI agent skills. These agents will often help consumers, be it product recommendation, order adjustment, or after-sale support.
• According to Nitin Mangtani, SVP and GM (retail) at Salesforce, the GenAI-powered POS is not another status-quo technology, it will replace the existing technology. It will help retailers scale their operations more efficiently by automating routine tasks, optimizing inventory management, and providing real-time insights. This cloud-based solution enables businesses to adapt quickly to market demands without significant infrastructure investments.

Since COVID-19, the retail sector has continuously evolved for the better. Consumers are now inclined toward convenience rather than a single shopping method. They expect an intertwined experience across online and physical stores. Traditional POS systems lack this as they are often siloed and outdated. To fill this gap, Salesforce launched a POS operating system built on GenAI to not just add to it but replace the status quo. Salesforce announced Retail Cloud with Modern POS and Agentforce for Retail at the NRF 2025.

Nitin Mangtani said that retailers require tech that does more than power regular transactions but revolutionizes the entire consumer shopping experience, from finding the product to the checkout and after the sale.

Mangtani further explained that businesses must respect consumers’ wants; consumers want an end-to-end connected experience. For example, a consumer may discover a product on social media platforms like TikTok, Instagram, or Facebook, buy it online, and be able to receive after-sale services (like product exchange) in the physical store.

The GenAI integration within the POS ensures that the system processes transactions and acts as an intelligent agent to personalize every customer interaction, from product recommendations to processing returns or making changes to your orders in real-time. For instance, a customer looking for a specific product can inquire about it, and the system will instantly provide options that match their preference. The plus point is that there’s room for further refinements based on real-time feedback.

Mangtani explained that imagine asking an AI agent for a jacket, which will show you some options according to your preference. You can refine the requests by asking the agent to remove the leather jacket options, and the agent will show refined results instantly.

Key features of GenAI Salesforce POS system:

• Mobile POS and Clienteling: The system enables sales associates to assist customers anywhere in the store using mobile devices, enhancing personalized service and reducing wait times.
• Endless Aisle: Customers can browse and order products that may not be physically available in the store, ensuring access to a broader inventory.
• Mixed Cart and Omnichannel Fulfillment: The POS system supports transactions that include products from multiple sources, such as in-store stock and warehouse inventory, and offers flexible fulfillment options like in-store pickup or home delivery.
• Inventory Management: Real-time inventory tracking across all channels ensures accurate stock levels, helping prevent overselling and stockouts.

Along with the GenAI-powered POS system, Salesforce launched Agentforce for Retail, a repository of out-of-the-box AI agents’ abilities meant for the retail space. These skills assist retailers in automating different activities during the customer journey, such as order processing, assisting shopping, scheduling sessions, and creating loyalty promotions. Agentforce focuses more on the post-purchase stage of the customer journey, which includes order status trackers, shipping detail changes, and other modifications at the point of delivery. These services make use of sophisticated computing systems to achieve accuracy.

Mangtani made it clear about doing business that wishy-washy answers don’t work. Salesforce wants to simplify the creation process of AI agents for users with less sensitivity. Mangtani also highlighted that deploying these agents does not involve a lot of programming, which is the most important thing for a company that wants to move fast into the market.

Mangtani also observed that consumer preferences have significantly shifted towards agent-based interactions. He shared that agents have replaced traditional search methods as the primary mode of interaction for many, including himself. He described GenAI as an evolution of existing technologies, stating that it represents the future and its platform is designed to sync with this advancement.

The Impact on Retail Operations

The integration of GenAI into Salesforce’s POS system offers several benefits for retailers:

• Enhanced Customer Experience: Personalized interactions and seamless service across channels increase customer satisfaction and loyalty.
• Increased Efficiency: Automation of routine tasks allows staff to focus on more strategic activities, improving overall operational efficiency.
• Data-Driven Insights: Real-time data collection and analysis enable retailers to make informed decisions, optimize inventory, and tailor marketing strategies.
• Scalability: The cloud-based nature of the system allows retailers to quickly scale their operations in response to market demands without significant infrastructure investments.

About Salesforce

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Salesforce, founded in 1999 by former Oracle executive Marc Benioff, is a leading American cloud-based software company headquartered in San Francisco, California. The company specializes in customer relationship management (CRM) applications and software focused on customer service, sales, e-commerce, marketing automation, artificial intelligence, analytics, and application development. Over the years, Salesforce has expanded its offerings through strategic acquisitions, including Heroku, Quip, Tableau Software, MuleSoft, and Slack Technologies, enhancing its comprehensive suite of enterprise solutions.

As of 2024, Salesforce serves over 150,000 companies worldwide with its cloud-based software solutions. The company’s platform integrates various business functions—service, sales, commerce, marketing, and IT—providing a unified approach to customer engagement. Salesforce has been at the forefront of integrating artificial intelligence into its products, exemplified by the launch of Agentforce, a platform of autonomous AI agents designed to enhance customer service and marketing efforts. This commitment to innovation underscores Salesforce’s mission to help businesses of all sizes and industries digitally transform and build stronger customer relationships.

Conclusion

Salesforce’s launch of POS based on the GenAI system marks a significant step in the evolution of retail technology. By integrating artificial intelligence into point-of-sale operations, the company aims to redefine how retailers engage with customers, manage inventory, and streamline transactions.

The system’s focus on unified commerce ensures consumers experience a seamless transition between online and in-store shopping, reflecting modern buying behaviors. With features like AI-driven customer interactions, mobile POS capabilities, and real-time inventory management, this technology can potentially improve operational efficiency and customer satisfaction. As retail continues to evolve, innovations like Salesforce’s GenAI-powered POS system will likely set new standards for the industry.