Salesforce reports that Cyber Week is expected to drive $311 billion in global sales as consumers eagerly await holiday deals, with the use of AI and agents set to influence up to 19% of those orders.

The Salesforce Shopping Index — which analyses data from 1.5 billion global shoppers, more than 1.5 trillion page views, and hundreds of millions of unique SKUs on the Salesforce Customer 360 platform — showed that since the start of October, digital retailers using generative AI and agents increased their average order value by 7% compared to those without the technology ($117 vs. $109). AI and agents were also responsible for driving 17% of global orders through personalised recommendations, targeted promotions, and smarter customer service.

Retailers using AI-powered agents during this time frame also doubled customer service engagement, addressing complex cases faster as 30% of consumers prefer agents for speedier service.

“Agents have the potential to transform the holiday season by helping retailers provide personalised, timely, and efficient service to shoppers when they need it most,” said Zuko Mdwaba, Salesforce area vice president/Africa executive and South Africa. “There is a wide open opportunity for digital retailers to use AI for personal shopper agents that help consumers find exactly what they’re looking for and continue to make the path to purchase an easy one.”

Salesforce’s Cyber Week 2024 predictions: Reviewing real-time aggregate data stemming from Agentforce, Commerce Cloud, Service Cloud, and Marketing Cloud, Salesforce expects to see four major trends during this year’s most critical shopping week:

    AI steers the shopping cart: AI and agents will likely influence 19% of Cyber Week orders, accounting for $61 billion in global sales.

    Cyber sales surge: Cyber Week sales are expected to reach $311 billion worldwide, accounting for 23% of all holiday purchases in 2024, and $75 billion in the United States.

    Discount rates are expected to be attractive: Average discounts will likely peak at 28% globally and 30% for the U.S., fueling 5% YoY sales growth.

        Top discounts rates globally are expected in:

            Beauty & Makeup – 38%

            Skincare –  33%

            General Apparel – 33%

    Mobile rules digital checkouts: Mobile orders will make up 70% of sales, driven by better on-the-go experiences in recent years, and presenting a new conversion opportunity with AI agents on mobile messaging apps.

Separately, a recent Salesforce survey found that 45% of global consumers are waiting to make purchases until Cyber Week, beginning November 26, to take advantage of the best deals of the season. This points to an opportunity for retailers to capitalise on shoppers’ excitement and drive more conversions with discounts and agentic customer service experiences.

In addition, the Salesforce Shopping Index’s early holiday findings, captured between Oct. 1 and Nov. 14, showed:

    Global sales are growing: Global online sales dipped 1% year-over-year (YoY) during the last seven weeks, but rose 8% YoY in the first week of November, suggesting that consumer interest in holiday shopping is picking up pace.

    Highest-growing sales categories:

        Makeup (+10% YoY)

        Active Footwear (+9% YoY)

        General Handbags and Luggage (+8% YoY)

    Consumers are interested in AI agents for faster customer service: Since early October, retailers who have invested in AI-powered service agents have seen double the rate of customer service engagement compared to those who have not invested in AI-powered agents.

    This growth is an early indicator that agents can take on a higher and more complex case load and adequately serve customer needs.

    Customers, meantime, seem open to engaging with agents. A full 30% of consumers said they would work with an AI agent if it meant faster service.

    AI and agents augment the shopping experience: While a relatively new technology, major retailers are already employing AI agents to help improve shopping experiences, including:

    Brands like Saks are using Agentforce to streamline routine tasks such as order tracking, enabling customer service teams to focus on delivering a highly customized shopping experience that drives conversion.

    Nearly one-fifth (24%) of consumers also said they’re already comfortable with AI agents shopping for them.

    Discounts and consumer demand are ramping up: Discounts peaked at an average rate of 20% in the first week of November – a 17% YoY increase, indicating that retailers are gearing up for a competitive holiday season.

        Online orders have also seen a 4% YoY increase, signaling a positive shift following a year of reduced consumer spending.

    Chinese shopping marketplaces entice consumers with low prices: Sixty-seven percent of buyers who use apps like Shein, Temu, and TikTok Shop reported that they are planning to make holiday purchases on them this season.

    The top marketplace option for shoppers is Temu, with 40% of global consumers saying they’ve made between two and five purchases on this marketplace in the last year.

    Returns present a challenge and opportunity for retailers: Returns in October and November were 33% higher than the same time frame last year, forcing retailers to take a closer look at their retention strategies and return policies to avoid losses.

By Adedapo Adesanya

The sixth edition of Art of Technology Lagos (AOT Lagos 6.0), an annual celebration of innovation and technology, has been scheduled for Thursday, December 5, 2024, at the Landmark Event Centre.

This year’s conference will bring together a powerful consortium of partners, including Eko Innovation Centre, Lagos State Ministry of Innovation, Science, and Technology, GDM Group, and The Nest Innovation Park, to create an unmissable experience that will drive conversations on AI and its transformative impact on Lagos and beyond.

According to the organisers, AOT Lagos 6.0 promises an exciting day packed with insightful sessions, workshops, and networking opportunities.

This year’s theme, AI & the Lagos Digital Economy, will explore how artificial intelligence is reshaping industries, Lagos’ digital landscape, and positioning the city as a hub for technological advancement in Africa.

Attendees can look forward to panel discussions, and breakout sessions that will explore topics like data privacy, ethics, AI’s impact on the workforce, and how to leverage AI for social good.

“This 6th edition of AOT Lagos is a testament to our commitment to making Lagos a digital leader in Africa,” said Mr Olatubosun Alake, Honourable Commissioner of Innovation, Science, and Technology. “With the support of our partners and an incredible lineup of speakers, we are excited to explore the limitless possibilities of AI in reshaping our society.”

The event will also feature the launch of the Lagos State Digital Service Platform, a significant step in transforming public service delivery in Lagos.

Other expected highlights will also include high-level discussions featuring top leaders, policymakers, and tech experts sharing insights on AI’s role in transforming Lagos.

There will also be networking opportunities for participants and stakeholders to connect with industry pioneers, investors, and government officials shaping the future of AI in Africa.

By Adedapo Adesanya

The International Criminal Police Organization, commonly known as Interpol, alongside the African Union Mechanism for Police Cooperation (Afripol) in a joint operation across Nigeria and 18 other African countries have arrested 1,006 suspects and dismantled 134,089 malicious infrastructures and networks involved in cybercrime.

The efforts tagged Operation Serengeti commenced on September 2 and ended on October 31, 2024. It targeted criminals behind ransomware, business email compromise (BEC), digital extortion and online scams – all identified as prominent threats in the 2024 Africa Cyber Threat Assessment Report.

More than 35,000 victims were identified during the operation, with cases linked to nearly $193 million in financial losses worldwide.

Interpol said Nigerian authorities arrested a man accused of running online investment scams, where he made at least $300,000 by luring victims through messaging platforms with false promises of cryptocurrency returns.

Information provided by participating countries of ongoing cases with Interpol fed into 65 Cyber Analytical Reports that were produced to ensure actions on the ground were intelligence-led and focused on the most significant actors.

Speaking on the operation, Mr Valdecy Urquiza, Secretary General of INTERPOL, said, “From multi-level marketing scams to credit card fraud on an industrial scale, the increasing volume and sophistication of cybercrime attacks is of serious concern.

“Operation Serengeti shows what we can achieve by working together, and these arrests alone will save countless potential future victims from real personal and financial pain. We know that this is just the tip of the iceberg, which is why we will continue targeting these criminal groups worldwide.”

Adding his input, Mr Jalel Chelba, Afripol’s Executive Director said: “Through Serengeti, Afripol has significantly enhanced support for law enforcement in African Union Member States. We’ve facilitated key arrests and deepened insights into cybercrime trends. Our focus now includes emerging threats like AI-driven malware and advanced attack techniques.”

Apart from Nigeria, operations were carried out in Algeria, Angola, Benin, Cameroon, Côte d’Ivoire, Democratic Republic of the Congo, Gabon, Ghana, Kenya, Mauritius, Mozambique, Rwanda, Senegal, South Africa, Tanzania, Tunisia, Zambia, and Zimbabwe.