As the holiday shopping season gets into full swing, this year thoughts are turning to agents and the changing role of AI in commerce. Sheryl Kingstone returns to discuss the impacts and offer insights into strategies for putting agents to work and working in a world of agents with host Eric Hanselman. AI is spanning generations in technology adoption and engagement in ways that previous technologies have struggled. Search and digital engagement had strong splits between different generations. The natural language capabilities of chat interfaces are stepping across technology hesitancy. But it is creating challenges for businesses in reaching their customers. Search engine optimization is well understood, but how can a business ensure it's found by AI entities? Making more information available, but being more selective about which interactions get what data is a critical balance to achieve. Bot management has become a lot more complicated. Building trust in autonomous experiences is the next big hurdle that AI technologies have to accomplish. Gen Z users are more comfortable with automated actions, but trust is still key. Building connections with brand advocates is just as important as it's always been and now has to be delivered through AI. Internal chat can be a good start and it needs to be extended to become a more complete assistant-style interaction. It requires a significant improvement from legacy chatbots and the business it creates can make it worthwhile.   More S&P Global Content: 451 IT Insider: A roundup for IT decision-makers Next in Tech | Ep. 205: Agentic AI Impacts National Retail Federation looks to revitalize the modern commerce experience   For S&P Global subscribers: Benchmarking digital maturity: Are businesses ready for agentic AI? – Highlights from Vot… Pace of AI agent advancement could spur M&A in the sales automation market Big Picture Report: 2026 AI Outlook – Unleashing agentic potential   Credits: Host/Author: Eric Hanselman  Guest: Sheryl Kingstone Producer/Editor: Feranmi Adeoshun Published With Assistance From: Sophie Carr, Kyra Smith  

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