Building the Internal Capability to Design and Deploy AI Solutions for Agentic Customers
E-commerce businesses must build internal AI capability, beyond "buying tools" to engage effectively with personal AI shopping agents through expertise, collaboration, and agile execution.
Engaging effectively with personal AI shopping agents requires e-commerce businesses to build internal capability to design, deploy, and manage AI solutions tailored for this new customer segment. This goes beyond simply buying off-the-shelf tools; it involves developing internal AI expertise, fostering cross-functional collaboration, and adopting agile working models.
AI agent development is a key skill for businesses seeking to transform operations and enhance customer service. Building AI agents presents unique challenges. Successfully deploying AI solutions requires internal capability.
Key elements in building internal capability for AI-to-agent solutions:
Developing Internal AI Expertise:
Hiring or training staff with the necessary skills in AI development, data science, machine learning, and AI ethics. Only a small percentage of retailers have a highly specialized and influential AI team driving strategy. Businesses need talent capable of conducting research in AI, designing and implementing AI solutions, and ensuring they are scalable, secure, and reliable.
Fostering Cross-Functional Collaboration:
AI initiatives impact various departments, from IT and digital teams to marketing, sales, and operations. Effective solutions for agentic customers require collaboration between these teams. A transformation management office can help facilitate this. Leadership accountability is critical to ensure teams are united.
Adopting Agile Working Models:
The field of AI is rapidly evolving. To effectively build and manage AI solutions for agentic customers, businesses need to adopt agile methodologies that allow for rapid iteration, testing, and adaptation based on performance and feedback.
Investing in Tools and Platforms:
Providing internal teams with the necessary tools and platforms for AI development, data management, integration, and deployment. This includes platforms for AI-powered product discovery, marketing automation, and conversational AI.
Continuous Learning and Development:
Encouraging a culture of continuous learning to stay abreast of technological advancements and evolving best practices in AI and agentic systems. External expertise from trusted technology providers, consultants, and academic institutions can accelerate implementation and provide valuable insights.
Pilot Projects and Iteration:
Starting with small pilot programs to test the effectiveness of AI solutions for agent interactions before a full-scale rollout. This allows for measurement of impact and adjustments. Implementing AI projects in phases can also help spread costs.
Building internal capability is not just about technology; it's about organizational change. It requires leadership commitment, investment in people and processes, and a willingness to adapt traditional ways of working. By developing strong internal AI capabilities, e-commerce businesses can take control of their destiny in the agentic era and build solutions that effectively engage this critical new customer segment.