Articles by Suresh Nallusamy on how AI changes shopping and what businesses need to prepare—from product discovery to delivery and support.
AI & digital commerce
Agentic Commerce: Is Your Business Ready to Be Chosen by AI?
By Suresh Nallusamy · Published on LinkedIn
When an AI assistant shops on a customer’s behalf, can it confidently choose your business? This follow-up explores the practical foundations of readiness across discovery, purchase, delivery, and support.
Inside the article
Make products understandable. Give agents the specific, accurate information needed to assess a customer’s requirements.
Make promises dependable. Connect product information with availability, total pricing, and fulfillment.
Keep customers in control. Define approval boundaries, alternatives, and clear handoffs to people.
Start with a focused pilot. Test one category through purchase and service, measuring business outcomes alongside different types of AI-assisted activity.
What changes when customers delegate shopping to an AI agent? This article explores a shift from browsing products to expressing an intent—and the implications for organizations serving both people and software agents.
Inside the article
Buying by intent. Agents can evaluate options against a customer’s goals, budget, and preferences across consumer shopping and business procurement.
Data and APIs. Structured product information and accessible commerce capabilities help agents assess products and take action.
Trust and measurement. Merchant reliability, fulfillment, and returns matter alongside emerging measures of agent-assisted commerce.
The article considers how commerce leaders can prepare through better data, flexible architecture, and trusted experiences.
Agentic commerce is shopping in which an AI agent carries out parts of the journey on a customer’s behalf, such as researching products, comparing options, or placing an order within the customer’s authorization.
How can businesses prepare for agentic commerce?
Start with one product category and realistic customer requests. Check product attributes, stock, total price, and delivery accuracy; define purchase approvals; and test the journey through returns and support.
How is an AI recommendation different from an autonomous purchase?
A recommendation helps a customer evaluate options. An autonomous purchase lets an agent place an order within permissions the customer has granted. Businesses should distinguish recommendations, assisted purchases, and delegated transactions when measuring results.
