Salesforce’s 2025 Cyber Week analysis highlights a significant shift toward AI-driven retail sales and customer service. From November 25 to December 1, global sales hit $336. 6 billion, a 7% increase year over year, with AI agents directly influencing $67 billion in purchases. One in five orders worldwide involved AI-powered product recommendations or conversational service, demonstrating AI’s deep integration in peak shopping behaviors. Retailers utilizing Salesforce’s Agentforce 360, including Pandora, Shark Ninja, and Funko, experienced sales growth 32% faster than competitors without AI agents. AI-driven recommendations boosted conversion rates and helped customers navigate extensive product selections more efficiently. AI-guided customer service interactions surged 55% week over week, while agent-driven tasks like address updates and return initiations rose 70%, reducing manual workloads and operational costs. Far from mere deflection tools, these AI agents handled concrete tasks at scale, easing pressure on human teams. Josh Smiley, SVP and Global Head of Technology at Funko, emphasized the critical role of AI in scaling direct-to-consumer revenue during peak demand. Funko modernized its support with AI-driven responses via Agentforce 360, enabling a seamless, personalized shopping experience that helped attract new customers. Salesforce powered 61 million online orders and managed extensive infrastructure spikes in marketing, order processing, and data handling. Agentforce Service resolved over 4. 2 billion case interactions, and Data 360 processed 1. 26 trillion records—a 44% increase year over year—fueling personalization and post-purchase care. Caila Schwartz, Director of Consumer Insights at Salesforce, noted a consumer shift toward mobile-first spending: “From browsing on platforms like TikTok and AI search channels like ChatGPT to completing purchases with mobile wallets, modern shoppers prioritize convenience and speed. ” This digital-first approach is rapidly reshaping purchase paths. Sales growth extended beyond e-commerce.

Black Friday—the largest in-store shopping day, accounting for 31% of Cyber Week sales—saw point-of-sale volumes increase 96% year over year, indicating AI-enhanced journeys are bridging online behaviors and brick-and-mortar sales. Black Friday sales rose 6% globally to $79 billion, with U. S. sales up 3% to $18 billion. Cyber Monday generated $53 billion worldwide, a 7% increase, with U. S. sales growing 6% to $13. 6 billion. UK research from PSE Consulting confirms AI-assisted shopping’s momentum, revealing that 49% of UK adults regularly use AI tools and 22% plan to employ AI for holiday shopping—rising to 42% among 18–34-year-olds. Notably, 85% of those intending to use AI this season trust it to complete purchases autonomously, reflecting increased comfort with agentic transactions. These trends align with McKinsey predictions that AI-driven automated tools could influence up to $1 trillion in U. S. online spending by 2030, with global figures in the trillions as AI evolves from recommendation engines to fully autonomous shopping assistants. Chris Jones, Managing Director at PSE Consulting, remarked: “AI has swiftly moved from novelty to an active participant in payments, challenging systems to support high-frequency, autonomous flows—and impacting fintechs, merchants, and payment processors in real-time authorization, fraud detection, and liability. ” Together, Salesforce’s Cyber Week data and PSE Consulting’s insights illustrate a rapid acceleration toward agentic commerce and heightened expectations for AI’s active role in purchase and service interactions.