{
  "id": 9216833,
  "title": "Crocs Puts One AI Agent in Charge of Sales and Service",
  "url": "https://urgent.news/2026/09/22/crocs-puts-one-ai-agent-in-charge-of-sales-and-service",
  "topic": "ai",
  "section": "AI",
  "published": "2026-09-22T22:58:21.000Z",
  "source": {
    "name": "PYMNTS",
    "slug": "pymnts",
    "url": "https://www.pymnts.com/news/artificial-intelligence/2026/crocs-puts-one-ai-agent-in-charge-of-sales-and-service/"
  },
  "original_language": "en",
  "account": "Crocs has introduced an AI-powered agent called Rivet to streamline customer service and sales interactions on its website. Previously, shoppers had to navigate between various pages and support queues to address their queries regarding product fit, returns, and refunds. With Rivet, all these tasks can be handled within a single conversation. Before Rivet, Crocs' service team managed 178,000 inquiries each month, with the majority being about order tracking and returns. To achieve this, Crocs built Rivet using Salesforce's Agentforce platform in collaboration with Rosetree Solutions. The AI agent is composed of specialized sub-agents that can handle different tasks such as product discovery, FAQs, order tracking, returns, and conversational checkout. An orchestrator coordinates these sub-agents to ensure smooth and efficient service. By unifying service data, Crocs has reported a 50% reduction in redundant customer profiles and a 50% decrease in average handle time. The company anticipates that Rivet will increase the share of conversations resolved without human intervention, as well as improve search success, click-through rates, average order value, and items per order. While shoppers are already comfortable using AI for product research, only a quarter would allow an agent to handle payment and checkout. Therefore, building trust in Rivet's ability to handle sensitive tasks like payment will be crucial for its success.",
  "summary": "A shopper looking for a birthday gift for a nephew opens a chat on Crocs.com, asks for ideas, checks whether a size will fit and wants to know how to return it if it doesn’t. Until this year, that meant bouncing between a product page, an FAQ and a support queue. Crocs now wants the […] The post Crocs Puts One AI Agent in Charge of Sales and Service appeared first on PYMNTS.com .",
  "key_points": [
    "Crocs introduces AI agent Rivet to handle sales and service on website",
    "Rivet consolidates product discovery, FAQs, order tracking, returns, and checkout",
    "Company expects Rivet to reduce human intervention and improve customer experience"
  ],
  "editors_take": null,
  "illustration": null,
  "coverage": {
    "outlets": 1,
    "also_reported_by": []
  },
  "ai_generated": true,
  "disclaimer": "Summaries, key points and the editor’s take are written by software from other outlets’ reporting and may contain errors — always check the linked original."
}