How is agentic commerce different from conversational commerce?
Answer
Conversational commerce generally uses chat or messaging interfaces to help a customer interact with a brand or retailer. Agentic commerce goes further by allowing software to perform actions on the customer’s behalf. A conversational system might explain which running shoe is appropriate; an agentic system can compare offers and potentially initiate a purchase.
Why this matters
Brands can mistake a chatbot initiative for agentic-commerce readiness. A conversational interface may improve service without addressing the authorization, economics and transaction infrastructure required for delegated commerce.
What management should examine
- Whether the system only provides information or can take actions.
- Which actions require customer approval.
- How agent identity and permissions are recorded.
- What external systems can access commerce functions.
What good looks like
Management distinguishes assistance from delegated action and applies stronger governance as systems move closer to transactions.
Related questions and resources
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