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Glossary

What is Agentic Commerce?

Agentic Commerce refers to retail processes in which AI agents, acting on behalf of customers, research, compare, and select products and handle the purchasing process, including authorization and payment. The technical foundation is provided by open standards and interfaces that connect the product catalogs and data systems of retailers, payment service providers (PSPs), and AI platforms. Agentic Commerce is a key, rapidly growing area of application for Agentic AI.

Agentic Commerce: definition, terms, and abbreviations

Technical Requirements for Agentic AI in Retail

How does Agentic Commerce work?

As an application area of Agentic AI, Agentic Commerce is primarily a technical discipline that requires retail organizations to make corresponding IT adjustments to their commerce, payment, and backend infrastructure. Depending on their level of maturity, AI agent systems can automate processes throughout the entire shopping journey: from product search and adding items to the shopping cart (checkout) to digital payment and complete transaction processing.

In this process, multiple agents—each specialized in different tasks and functions—work together within an orchestrated system. On behalf of human users, the agents research, compare, and recommend offers and products; factor in discounts, promotions, delivery times, shipping, and payment options; technically initiate the purchase; and authorize payments. The individual processes are governed by open, platform-independent standards.

What are the most important protocols and standards in Agentic Commerce?

To enable agent-based processes regardless of the commerce and AI platform used, a growing ecosystem of open, vendor-neutral protocol standards has been emerging since late 2024 to govern specific workflows, such as

  • data access to relevant sources and systems (product catalog, PIM, ERP, CRM) via MCP
  • the completion of a purchase between an agent and a merchant’s system via ACP and UCP
  • secure payment processing via cryptographically signed mandates using AP2
  • coordination between the various AI agents via A2A

Important for the IT roadmap: The data foundation, checkout, and digital payment layers can be developed independently of one another but should be designed to support multiple protocols from the outset.

At a glance: comparison of ACP, UCP, and MCP

ACP UCP MCP
Definition Standard for purchases made directly in chat by an AI agent Standard for connecting merchant catalogs and checkout with AI agents in the Google ecosystem Universal interface for connecting AI assistants to internal corporate systems to manage data access
Initiator OpenAI, Stripe Google Anthropic
Objective Conversational assistant (ChatGPT) expanded with commerce features Google search & shopping infrastructure expanded with agent-based features “USB standard for AI”: model-independent integration layer
Start 09/2025 (pilot "Instant Checkout") 01/2026 12/2024
Status “Instant Checkout” scaled back; protocol to be further developed within the ACA Currently being rolled out; growing number of providers Widely adopted under the Agentic AI Foundation (including OpenAI, Google, Microsoft, and Anthropic)
Benefits Purchases are processed within the chat; robust security architecture (tokenization, real-time fraud detection, spending limits); broad support from ACA members Direct access to Google's reach (Search, Gemini, Shopping Graph); broad payment integration right from the start Reduced dependence on vendors; faster time-to-market through reusable interfaces; turns internal data into a platform for new service and sales channels
Usage Retailers focused on ChatGPT/conversational commerce, existing Stripe customers Retailers with high relevance in Google Search/Shopping, multi-payment scenarios Integration of product catalogs, CRM, and ERP with AI agents (infrastructure level), not for the checkout/payment process

Digital Payments & Fraud Prevention

What does Agentic Commerce mean for digital payments and security in e-commerce?

In Agentic Commerce, the triggers for digital payments shift from human input to pre-authorized, machine-readable authorizations. It is not the cardholder who confirms each individual purchase, but rather an AI agent that independently initiates payments within a set limit.

Traditional security mechanisms in digital payments (such as form entries or CAPTCHAs) do not apply to AI agents. Instead, tokenized payment procedures secure data and transaction processes in the background: Cryptographically signed mandates (such as those within the AP2 framework) ensure that the purchase intent and shopping cart are tamper-proof and traceable after the fact. Customized mechanisms for real-time fraud detection must distinguish between legitimate and fraudulent purchases made by AI agents. Security for agent-initiated payments becomes an architectural challenge that retailers and payment service providers must address through technical integrations.

Agent-Ready Catalog

What role does PIM play in Agentic Commerce?

Product Information Management (PIM) is the central system layer in Agentic Commerce: As the “source of truth,” a PIM system provides the structured database that enables AI agents to reliably find, understand, and recommend a product. In the PIM system, product data from various sources is consolidated, standardized, and made available to the output channels. Complete, consistent, and up-to-date product attributes make a catalog accessible to language models and increase the likelihood of appearing in AI responses from LLMs (such as ChatGPT and Gemini). PIM is thus a central building block for LLM-powered discovery in Agentic Commerce.

KPIs, GEO, and Performance Metrics

How do you measure the ROI of Agentic Commerce?

To measure success in Agent-driven Commerce, marketing, sales, and service teams at retail organizations must establish new metrics, such as agent referrals, the share of agent traffic, and the analysis of conversion paths leading to a purchase. Until now, these metrics have often only been possible in cooperation with AI platform providers or specialized tracking tools.

CRM, Personalization & Loyalty

How does Agentic Commerce influence customer relationships?

When AI agents interact with brands on behalf of customers, customer relationship management (CRM) becomes increasingly important. Through their daily use of AI assistants, people are becoming more and more accustomed to receiving accurate answers in a matter of seconds that are precisely tailored to their situation and question. These habits are also changing expectations and quality standards in marketing, sales, service, and support communications.

Agentic AI offers the potential for deeper personalization across all touchpoints, thereby fostering stronger, more sustainable customer relationships: For example, self-service agents that automatically answer recurring inquiries (e.g., order status, returns, and warranties) in real time meet rising expectations for immediate, personalized, and context-aware solutions. A sales agent who takes into account the full customer context, product data, and availability can provide personalized recommendations and create bundled offers. Regardless of whether an AI or a human is responding, the experience must be perceived by the customer as consistent and free of media discontinuities. Two key prerequisites for this are:

  1. Cross-channel CRM: A consolidated database enables 360-degree insights into customer profiles, purchase history, interests, interactions, and context.
  2. Collaboration between AI and humans: Complex inquiries or escalations must be identified as such by AI agents and handed off to human specialists with complete, accurate information.

Strategy, Skills, and Governance

What does a practical Agentic Commerce roadmap through 2028 look like?

A practical roadmap for the next 12 to 24 months is based on three areas of action that should be implemented sequentially:

  1. Technical discoverability for AI agents: Complete, machine-readable product data and an API-first architecture that bridges system silos between POS, e-commerce, logistics, and CRM form the foundation for Agentic Commerce, regardless of product assortment or marketing budget.
  2. Brand and platform presence: Generative Engine Optimization (GEO) for better visibility in AI-generated responses, targeted partnerships with AI platform providers—including data agreements and opt-out options to ensure digital sovereignty—as well as preparation for seamless payment integration.
  3. Prioritized Use Case: To get started, we recommend a manageable, quickly implementable, and easily measurable use case—such as setting up a conversational agent in the online store to provide personalized purchasing advice and improve service quality.

5 takeaways on Agentic Commerce

AI Summary | Key points at a glance

Summary of Agentic Commerce: definition, how it works, technical foundation (PIM), GEO, and KPIs for measuring the ROI of Agentic AI in Retail

  • Definition: Agentic Commerce means using AI agents in digital commerce and is a rapidly growing area of application for Agentic AI.

  • How it works: Specialized AI agents handle specific tasks in the purchasing process (product search, checkout, authorization, payment, and transaction processing).

  • APIs: Open, vendor-neutral protocol standards govern automated processes, such as data access to PIM, ERP, and CRM systems, the completion of purchases, the security of digital payments, and coordination among multiple agents.

  • Technical basis: Structured, machine-readable product data makes a catalog discoverable by AI agents and improves visibility in AI responses (GEO).

  • KPIs: Agent traffic, agent referrals, and conversion paths leading to a purchase are key metrics for measuring success and performance in Agentic Commerce.

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