How AI agents will revolutionise consumer spendingAs consumers become more comfortable delegating tasks to AI agents, retailers will increasingly need to design experiences not only for human customers but also for the agents acting on their behalf.LOUISE HEATH and DAMIEN CORKRetailers will need high-quality product data that AI agents can access, interpret and compare reliablyGift this article4 min read2 hours agoAgentic shopping is here. Nearly one third (29 per cent) of Australians currently use AI during their shopping journey, and even more state they are willing to use it in the future, according to the 15th edition of Deloitte’s annual Retail Report.For many consumers, online shopping might bring to mind flashing discount codes, shipping cost calculations and an excess of open tabs. On the other end, retailers are working hard to make sure the shopping cart on their website is the one that makes it through the “proceed to checkout” stage. But the emergence of AI shopping tools, such as agentic shopping bots, is changing this experience entirely. With the click of a button, these tools can narrow down options and find the best possible product at the right price and from a trusted vendor.Louise Heath is Partner and Consumer Products & Retail Sector Lead at Deloitte AustraliaWhile many shoppers are already turning to AI to discover and compare products and services, they remain more cautious about higher-stakes decisions, such as negotiating, switching providers and completing transactions. However, across every activity surveyed for the Retail Report, consumers’ willingness to use AI is higher than their current adoption levels, signalling significant latent demand that retailers cannot afford to ignore.For example, 45 per cent of consumers already use, or are comfortable using, AI to compare products and services. That figure rises to nearly two-thirds (63 per cent) when consumers are asked about their willingness to do so in the future.The gap between current usage and future willingness is evident across every category, but it narrows significantly as the stakes increase. Consumers are considerably less comfortable with AI taking on more consequential tasks, such as completing purchases, negotiating the best deal, switching providers and managing complaints. This suggests consumer trust in AI is still evolving, with shoppers happier to use it to inform decisions than to act autonomously on their behalf.For retailers, the opportunity is clear: AI adoption is likely to extend well beyond discovery and comparison, but building trust will be critical to unlocking its full potential.How are retailers adopting AIRetailers also face internal barriers to AI adoption, including privacy and regulation (48 per cent), uncertain ROI (46 per cent) and skills gaps (45 per cent). Many retailers still lack confidence, as well as the data foundations needed to invest in AI at a truly transformational scale.There is also a distinction between using AI behind the scenes and deploying it as a customer-facing interface. Public attention often centres on customer-facing AI, like AI-powered call centres or customer service chatbots. However, the Retail Report found that retailers currently expect the greatest value to instead come from operational uses such as inventory optimisation, replenishment, pricing and marketing automation. As consumer expectations around price and speed continue to change, retailers are looking to AI to improve efficiency, automate processes and respond to consumer demands. Damien Cork is Consumer Products & Retail Partner at Deloitte AustraliaThe risk is treating front-office and back-office AI as competing priorities. Retailers that succeed will connect operational intelligence with customer-facing experiences, creating an agentic ecosystem that works for both the business and the consumer. How can retailers prepare?As consumers become more comfortable delegating tasks to AI agents, retailers will increasingly need to design experiences not only for human customers but also for the agents acting on their behalf. This creates a new set of strategic considerations. Retailers will need high-quality product data that AI agents can access, interpret and compare reliably. Product descriptions, pricing information, stock availability, fulfilment options and customer service policies will need to be structured and maintained consistently.Governance will also become critical. Consumers consistently identify privacy, transparency and trust as key factors influencing adoption, while retailers cite privacy concerns, regulation and uncertain return on investment as leading barriers to AI implementation. Retailers will need clear privacy controls, transparent use of customer data and robust governance frameworks to ensure AI systems operate safely and predictably. As AI agents become more involved in purchasing decisions, organisations also need to understand what drives agent preference, alongside traditional customer satisfaction metrics. Factors such as data quality, response speed, accuracy, transparency and fulfilment reliability could become increasingly important determinants of whether an AI agent recommends one retailer over another.Refund policies, dispute resolution processes and accountability mechanisms may also require rethinking when purchases increasingly involve AI intermediaries.Consumers show us that they will move quickly when they see value, meaning widespread behaviour changes may happen faster than expected as more shoppers place their trust in agentic tools. For retailers, the opportunity is to build trusted data foundations, governance frameworks and customer experiences that will allow them to compete effectively.Louise Heath is Partner and Consumer Products & Retail Sector Lead at Deloitte Australia. Damien Cork is Consumer Products & Retail Partner at Deloitte Australia.Disclaimer     This article contains general information only, and none of Deloitte Touche Tohmatsu Limited (“DTTL”), its global network of member firms or their related entities (collectively, the “Deloitte organisation”) is, by means of this communication, rendering professional advice or services. Before making any decision or taking any action that may affect your finances or your business, you should consult a qualified professional adviser. 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