Webinar Summary: The Future of AI Agents for Retailers and Marketplaces

AI agents are ushering in the era of Agentic Commerce, going beyond simple customer support to solve the entire shopping journey end-to-end — from product recommendations and cart updates to exchanges and reorders. Customers who use Amazon's AI shopping assistant Rufus showed a purchase conversion rate 60% higher than those who didn't.

The key drivers behind this shift are as follows.

• Changing customer behavior: Rising expectations for real-time, conversational, personalized support
• Growing market size: Agent-driven transaction volume projected to reach $3-5 trillion globally by 2030
• Demand for personalization: 81% of shoppers prefer personalized experiences

AI agents deliver strong performance in specific scenarios. In personalized shopping demos, they recommend products reflecting customer preferences, check real-time inventory, provide store location guidance, and even send shopping lists via SMS. In order support, they handle complex post-purchase tasks — such as checking order history, processing exchanges, and declining requests based on company policy — without human intervention, boosting operational efficiency.

India's e-commerce company Meesho adopted ElevenLabs' voice agents to handle over 60,000 customer calls per day in Hindi and English, successfully cutting costs and building customer trust.