Report 31 Mar 2026

Expert View: The Role of AI Agents in Conversational Commerce

AI agents have the potential to shift conversational commerce from scripted containment to delegated commercial action. In this context, their value depends less on fluent dialogue than on data quality, process clarity, and controlled authority across inventory, pricing, service, and approval flows. The organisations likely to benefit most are those willing to redesign journeys, not merely automate them, while keeping human oversight visible and commercially practical in practice, over time, and materially.

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Spencer Izard

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