Salesforce’s comprehensive analysis of the 2025 Cyber Week shopping period reveals groundbreaking insights into consumer behavior and retail trends influenced by the rapid adoption of artificial intelligence (AI) and AI-powered agents. The report highlights a record-breaking global spend of $336. 6 billion, underscoring AI’s transformative role as a central driver of consumer purchases and retail productivity. AI technologies accounted for $67 billion in sales, proving essential in delivering personalized, engaging experiences that effectively convert shoppers from browsing to buying. Globally, AI and agents influenced 20% of all orders during Cyber Week, reflecting their deep integration into retail. Personalized product recommendations tailored to shoppers’ preferences and past behavior significantly enhanced engagement and boosted sales volume. Conversational AI agents provided timely, relevant customer support by helping navigate product choices, answering queries, and swiftly resolving issues, thereby easing the purchase journey. Retailers using Salesforce’s Agentforce 360 platform alongside proprietary branded agents outpaced competitors with 32% faster sales growth, demonstrating the competitive edge gained through seamless AI integration that improves customer interactions and streamlines sales processes. This synergy exemplifies a best-practice approach to AI implementation yielding measurable business results. Beyond purchase facilitation, AI agents managed the surge in customer inquiries typical of high-traffic periods, with AI-driven customer service conversations increasing 55% week-over-week. This alleviated pressure on human teams, enabling them to focus on complex issues while AI handled routine requests efficiently.

Operational efficiencies extended into back-office functions as AI agent actions—such as updating delivery addresses, processing returns, and managing order changes—increased by 70% compared to the prior week, helping retailers meet holiday demand while lowering costs by reducing administrative workloads. The integration of AI within retail workflows during Cyber Week 2025 marks a paradigm shift in customer engagement and operational management. AI’s ability to deliver personalized experiences, facilitate smooth purchases, and optimize customer service is now indispensable for retailers striving to compete effectively. Salesforce’s findings emphasize the critical need to invest in advanced AI solutions to satisfy consumers’ increasing expectations for speed, personalization, and convenience. As Cyber Week expands, AI’s role in enabling retailers to capture and maximize holiday spending will only grow stronger. The 2025 results represent a milestone—not only for record sales but also for AI’s maturity as a strategic retail asset. Shoppers benefit from highly tailored experiences, while retailers gain improved sales velocity and operational efficiency, highlighting AI-driven retail transformation’s win-win potential. Looking forward, Salesforce anticipates AI will further deepen its influence during holiday shopping with ongoing advancements in machine learning, natural language processing, and agent capabilities, driving even more sophisticated personalization and automation. Retailers that proactively adopt these innovations will be best positioned to harness e-commerce growth and meet the demands of a digitally savvy customer base. In summary, Cyber Week 2025 set a new benchmark with $336. 6 billion in global spending, significantly propelled by AI and AI agents that contributed $67 billion in sales and impacted 20% of orders. These technologies have firmly established themselves as pivotal enablers of both consumer engagement and operational excellence, serving as a powerful catalyst for retail growth and a cornerstone for future success in the increasingly competitive marketplace.