This IDC Perspective provides IT buyers with a high-level summary of the evolution of AI as well as concrete recommendations for easing resistance to agentic AI adoption across their organizations. AI's role in digital commerce is rapidly evolving, moving beyond traditional automation into agentic AI — systems that can autonomously execute workflows, optimize decisions, and enhance customer interactions. The shift toward agentic AI is reshaping IT management, supply chain optimization, and commerce strategies, as businesses navigate AI-mediated ecosystems where discovery, pricing, and engagement are increasingly controlled by intelligent agents. Successful enterprises will leverage AI as a strategic asset, integrating scalable infrastructure, real-time data, and governance frameworks to drive digital transformation."IT buyers should anticipate an AI takeover of consumer shopping, B2B procurement, and business operations within a shockingly short time horizon," says Heather Hershey, research director, Worldwide Digital Commerce Strategy, IDC. "AI's evolution from rule-based automation to agentic AI marks a fundamental shift in digital commerce. Agentic AI doesn't just assist — it autonomously executes workflows, optimizes supply chains, and reshapes customer engagement. As intelligent agents take over discovery, pricing, and transactions, businesses must adapt to a commerce landscape where AI for both buyers and sellers controls the journey."
Executive Snapshot
Situation Overview
The Meaning of Artificial Intelligence
The Near Future: AI in the Next One to Three Years
Workflow Automations and Agentic AI Evolution
Phase 1: Rule-Based Workflow Engines (Pre-2015)
Phase 2: Workflow Engines + Conversational AI Interfaces (2015–2023)
Phase 3: Agentic AI and Autonomous Workflows (2024–2026)
LLMs and Agentic AI: The Future Is Now
Impediments to Progress
Pushing Through Disillusionment, Easing Adoption
Conclusion
Advice for the Technology Buyer
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