# Crocs Launches Single AI Agent for Sales and Service

> Crocs' new AI assistant handles product search, sizing, returns and checkout in one chat, cutting human interactions by 80%.
- Title: Crocs Launches Single AI Agent for Sales and Service · Pymnts
- Summary: Crocs' new AI assistant handles product search, sizing, returns and checkout in one chat, cutting human interactions by 80%. Crocs uses one AI agent to…
- Keywords: crocs, rivet, salesforce, agentforce, order tracking, returns, checkout, ai shopping assistant, business, finance, Launches, Single
- Source: Pymnts — https://pymnts.com/news/artificial-intelligence/2026/crocs-puts-one-ai-agent-in-charge-of-sales-and-service
- Author: PYMNTS
- Published: 2026-09-22T22:58:21+00:00
- Read time: 1 min
- Topics: crocs, rivet, salesforce, agentforce, order tracking, returns, checkout, ai shopping assistant, business, finance
## One AI Agent for All
Crocs replaced its old chatbot with a single AI agent that handles product search, sizing, order tracking, returns and checkout in one conversation.

> Having multiple agents could add friction for the consumer.
## Why One Agent?
Crocs rejected multiple chatbots and built Rivet to guide shoppers through product discovery, sizing, and service without switching channels.

> We designed the first release of Rivet to solve focused use cases so we could learn from real interactions before expanding.
## Rivet's Structure
Rivet runs as specialized agents under one coordinator, allowing Crocs to add phone support in seven weeks by reusing existing code.

> A single orchestrator coordinates specialized shopper and service agents, so Crocs can add a new use case by adding a new subagent rather than rebuilding.
## Customer Impact
Crocs reduced redundant customer profiles by 50% and average handle time by 50% by unifying service data across channels.

> Crocs reported 50% fewer redundant customer profiles and 50% lower average handle time from unifying service data.
## Checkout Challenge
Only 24% of Americans would let an AI agent handle payment, making checkout the hardest part for Rivet to trust.

> Half of Americans say they’ve made a retail purchase with AI’s help, but only 24% would let an agent shop and pay for them.
## Retailer Trends
37% of retailers plan to invest in AI shopping assistants over the next three years, with 64% of consumers expecting to use them within two years.

> Thirty-seven percent of retailers plan to invest in AI shopping assistants over the next three years, more than any other digital capability.
## Key takeaway

Crocs uses one AI agent to manage all customer interactions, reducing human support needs while maintaining seamless shopping.