Williams-Sonoma has always been known for creating warm, inspiring customer experiences in-store. Now, they’re bringing that same feeling online by transforming into an Agentic Enterprise, using AI agents to deliver smarter, faster, and more personalized experiences at scale.
Their journey shows why agentic transformation isn’t just a tech upgrade, it’s a competitive advantage.
From AI Tools to an Agentic Enterprise
An Agentic Enterprise uses autonomous AI agents that understand context, take action, and work alongside humans across the organization. These agents don’t just respond, they proactively guide workflows, personalize interactions, and help employees make better decisions.
Williams-Sonoma embraced this model using Salesforce’s AgentForce 360 platform.
Meet Olive: Personalized AI at Work
Williams-Sonoma recently launched Olive, an AI sous chef that helps customers cook, host, decorate, and entertain.
What makes Olive powerful isn’t just speed; it’s context. Olive personalizes every recommendation using a customer’s real purchase history. A shopper who buys a Dutch oven gets recipes and tutorials designed specifically for that product.
Even more impressive? Olive went live in just 30 days!
Predictable, Scalable AI
Williams-Sonoma wanted AI they could trust. Using AgentScript, they converted messy natural-language instructions into deterministic, reliable logic. This ensures consistent behavior across customer and employee interactions, a critical requirement for an enterprise doing 70% of its business online.
Empowering Employees, Not Replacing Them
When issues escalate to human agents, service representatives now see full customer context, recent purchases, preferences, and lifetime value, with AI assistance embedded directly in their workflow. The result: faster resolutions, better service, and more time back for customers.
Why the Agentic Enterprise Works
Williams-Sonoma’s transformation highlights the benefits of going agentic:
- Faster digital innovation
- Deeply personalized customer experiences
- Reduced operational complexity
- More empowered employees
- AI that is reliable, controllable, and scalable
How can West Coast Consulting Help you?
West Coast Consulting helps organizations follow this same path, identifying high-impact use cases, building intelligent agents, unifying data, and scaling agentic capabilities across the business.
Williams-Sonoma proves the Agentic Enterprise isn’t theoretical. It’s achievable, and it delivers real results.
The future of enterprise is agentic. West Coast Consulting helps you get there. Contact us today to schedule a personalized consultation. You can email us at info@westcoastconsulting.com or call us at 415-626-3493.
