What: The adoption of AI agents in retail is reshaping business operations, demanding robust oversight and cultural change to realise significant performance gains.

Why it is important: The need for governance and workforce adaptation aligns with industry reports highlighting the challenges and opportunities of scaling AI in retail.

AI agents are rapidly redefining the retail landscape by automating core business functions such as pricing, planning, and store operations. This technological shift is not only driving substantial efficiency gains and revenue growth but also fundamentally altering the division of labour between humans and machines. Retailers are experiencing measurable improvements, including reduced procurement risk management time, increased employee productivity, and notable revenue uplifts for those able to implement and scale AI solutions effectively. However, the transformation is not without its challenges. The success of AI integration hinges on robust governance frameworks that set clear boundaries for autonomous decision-making, as well as comprehensive training to ensure employees can effectively supervise and collaborate with AI agents. Organisational redesign and cultural adaptation are essential, as the workforce must transition from task execution to overseeing and guiding AI-driven processes. Ultimately, the future of retail will belong to those who can balance technological innovation with strong oversight and a commitment to workforce development.

IADS Notes: In February 2025, Journal du Net reported that AI agents delivered a 75% reduction in procurement risk management time and a 30% boost in employee productivity. BCG in September 2025 found that 87% of retailers using GenAI saw revenue increases of at least 6%, though only 10% managed to scale these solutions, highlighting the importance of governance and organisational redesign. Hugging Face in January 2025 noted 15-30% improvements in customer service efficiency, with 76% of executives calling for better AI governance and cybersecurity. Journal du Net in July 2025 emphasized that 71% of retail employees use AI weekly, stressing the need for training and clear guidelines. Forbes in March 2025 observed that leading retailers achieved 4.5% annual productivity growth through AI integration.

The next retail shake-up: AI agents that redefine your job