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June’25, India: The world of retail is evolving at a breakneck speed as Artificial Intelligence presents businesses with unique opportunities to enhance customer experiences. It is stepping up to redefine how businesses engage with customers and manage operations with Agentic AI.
Often misinterpreted for another iteration of chatbots, Agentic AI is becoming a mainstay of retail customer experiences. As it continues to move beyond mere interaction to intelligent orchestration, Kapture CX, India’s leading CX platform recently conducted a survey to share insights on the biggest impact of Agentic AI on the retail sector.
According to the survey findings, around 60% of retailers prefer 24/7 virtual assistance as the most transformative use case of Agentic AI in retail. The segment is high-velocity where real-time support is no longer a luxury but a baseline customer expectation as they seek answers to product queries, orders updates, stock availability, etc.
Commenting on the findings, Gaurav Juneja, CRO of Kapture CX said, “Agentic AI isn’t science fiction anymore. It quietly transforms how retail brands serve their customers by not just talking about bots and sending canned responses but resolving issues end-to-end communication without human intervention posing as an omnichannel associate who never takes a break.”
“In the retail world, CX is a battleground and agentic AI is a game-changer. It may seem like just another innovation today, but that window is closing fast. Every concern be it hallucinations, compliance or control already has a solution. Retailers need to stop waiting for the perfect roadmap and start testing AI against low-risk, level 1 use cases,” he added.
Agentic AI plays a pivotal role in return and refund automation. The findings highlight 20% of the retailers choose Agentic AI to eliminate tedious back and forth by managing reverse logistics workflows. It can generate return labels, schedule pickups, update CRMs and trigger refunds to transform a logistical headache into a self-managed flow.
Interestingly, the survey also reveals that 11% recognizes personalized reminders as a key application, but this use case is quietly powerful. With access to purchase history and behavior patterns, Agentic AI can nudge customers with timely, context-aware alerts such as restocking consumables, refill cycles or limited-time fashion deals to drive sales, build long-term loyalty and boost customer lifetime value.
In addition, the survey unveiled 9% of retailers consider sentiment analysis as foundational to CX intelligence. An AI agent that detects rising frustration in a customer’s tone can escalate the issue to a human agent or adjust its language in real time, heading off potential churn before it happens.
The real transformation in the retail customer experience comes when these aren’t siloed capabilities. Instead of focusing on just one, Kapture’s approach involves deploying multiple AI agents for voice, chat, workflows and analytics that coordinate and learn from each other which journeys CX from the automated to AI-managed.
The biggest impact of Agentic AI comes when all the capabilities work together. The essence of Agentic AI doesn’t work in isolated bots but a network of AI Agents that collaborate across touchpoints. In this new paradigm, the shift isn’t manual to automated, it’s from human dependent to AI-led operations. Retailers who embrace the integrated approach from early on not only lead in efficiency but also win the loyalty of today’s digitally-led consumer processes.
Key Takeaway
Agentic AI is no longer a trend, it’s a force of transformation that reshapes the retail segment. As it continues to evolve, its biggest impact comes from a coordinated and intelligent orchestration of tasks that collectively elevates customer journey and satisfaction. Retailers who adapt with technology can strategically position themselves to be market leaders.
