Agentic commerce and purchase disputes: Did you mean to buy that?

As agentic shopping becomes more commonplace, how do you dispute a purchase your AI made?

Companies are preparing for a near future where consumers will allow AI agents to shop on their behalf.

Studies have found that most European consumers already use AI to help shape their purchase decisions, but not at checkout, where the money passes hands – although that could change, and fast.

‘Agentic commerce’ is seen as a natural consequence of AI-powered search, which already makes up more than half of global search engine volume. McKinsey trend analysis finds this number could rise significantly over the coming years.

McKinsey found that by 2030, agentic commerce could orchestrate up to $5trn globally. But while Morgan Stanley earlier this year noted that only 1pc of shoppers currently choose the agentic route, newer research elsewhere finds that AI agents could make up a significant portion of customers a business receives in the coming years.