Merchants Put AI to Work Without Handing Over the Customer

Artificial Intelligence is shifting from a simple search tool to an 'agent' capable of completing transactions. For retailers and operators, this means your customer journey is about to change significantly. The focus is shifting toward 'agentic commerce,' where AI tools can autonomously search for products, compare prices, and finalize payments. While the technology is ready, many merchants are hesitant to let AI take full control. The main concern is losing the direct relationship with the customer. If an AI handles the checkout, the merchant loses the chance to upsell, offer specific financing options, or build brand loyalty. Currently, 46% of merchants say pricing is the most critical factor for these AI agents. However, the real challenge for business owners is technical integration. Merchants are looking for ways to use AI to improve the experience without handing over the keys to the kingdom. You should prepare for a world where your financing offers—like BNPL or store credit—need to be readable and attractive to AI agents, not just human eyes. If your financing terms aren't clear, an AI agent might bypass your store for a competitor with a more 'agent-friendly' checkout process. Operators must find a balance between automation and maintaining a branded experience.

Source: PYMNTS

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