What: Liverpool has partnered with commercetools to launch agentic commerce, enabling customers to interact, receive recommendations, and purchase seamlessly through AI assistants.

Why it is important: The move highlights how early investment in conversational AI and data discipline can accelerate growth and brand control as agentic commerce becomes mainstream.

Liverpool, Mexico’s largest and oldest department store chain, is pioneering the adoption of agentic AI in Latin American retail through a new partnership with commercetools. This initiative shifts the customer journey from traditional search-and-scroll to a conversational, “ask and act” model, where shoppers can interact with AI assistants to get personalized recommendations and complete purchases in a single flow. The integration of agentic AI is expected to boost operational efficiency, streamline decision-making, and enhance the overall customer experience by reducing friction and enabling 24/7 engagement. As agentic commerce becomes the new standard, Liverpool’s early investment positions it to maintain brand control, ensure data discipline, and accelerate growth in an increasingly competitive digital landscape. The move also reflects a broader industry trend, with leading retailers worldwide embracing AI-driven innovation to deliver seamless, omnichannel experiences and set new benchmarks for customer satisfaction and operational agility. 

IADS Notes: Liverpool’s adoption of agentic AI through its partnership with commercetools positions the retailer at the forefront of a global shift toward conversational, AI-driven shopping journeys. As highlighted by Forbes (February 2025) and BoF (January 2025), the retail industry is rapidly transitioning from traditional search-and-scroll to “ask and act” behaviors, with 38% of global consumers already using AI shopping tools and 80% reporting positive experiences. This transformation is being accelerated by leading retailers and tech companies, who are developing autonomous AI agents capable of handling complex shopping tasks, automating transactions, and delivering highly personalized recommendations. The shift to agentic commerce is not only enhancing operational efficiency—demonstrated by Klarna’s AI assistant reducing customer resolution times from 11 to 2 minutes—but also redefining the relationship between brands, retailers, and consumers, as AI agents increasingly mediate product discovery and purchasing decisions (Journal du Net, September 2025; Financial Times, November 2025). However, this evolution brings new governance challenges, as retailers must ensure data discipline, brand control, and compliance in AI-led journeys (Forbes, October 2025; McKinsey, July 2025). Liverpool’s move mirrors broader industry trends, with Frasers Group and others also integrating agentic commerce to set new standards for omnichannel experiences, operational agility, and customer satisfaction (Fashion Network, October 2025; BCG, January 2025).

Liverpool department store deploys agentic AI shopping experience