Customer Experience

Agentic AI is set to revolutionize the e-commerce landscape, fundamentally altering how consumers shop online. According to a recent Bain & Company report, while many shoppers are embracing Generative AI for product research, a significant portion remains hesitant about allowing AI to handle purchases autonomously. This cautious approach highlights a pivotal moment for retailers to engage with their customers and build trust in AI technologies.

The report reveals that 30% to 45% of U.S. consumers are already using Generative AI for product comparisons, with a notable 17% planning to start their holiday shopping through AI platforms. As Agentic AI evolves, it promises to act semi- or fully autonomously throughout the shopping journey, presenting both challenges and opportunities for retailers. To thrive in this new environment, retailers must adapt their strategies, focusing on customer relationships and leveraging AI to enhance the shopping experience.