{"id":121938,"date":"2025-05-08T08:00:00","date_gmt":"2025-05-08T15:00:00","guid":{"rendered":""},"modified":"2025-08-15T09:41:05","modified_gmt":"2025-08-15T16:41:05","slug":"helping-retailers-and-consumer-goods-organizations-identify-the-most-valuable-agentic-ai-use-cases","status":"publish","type":"post","link":"https:\/\/www.microsoft.com\/en-us\/industry\/blog\/retail\/2025\/05\/08\/helping-retailers-and-consumer-goods-organizations-identify-the-most-valuable-agentic-ai-use-cases\/","title":{"rendered":"Helping retailers and consumer goods organizations identify the most valuable agentic AI use cases"},"content":{"rendered":"\n<p>\n  Over the past 12 months, customer conversations have shifted from focusing on generative AI to discussing agentic AI. This evolution reflects the growing recognition of agentic systems to augment AI\u2019s potential to enhance business processes and drive innovation. \n<\/p>\n\n\n\n<p>\n  But, as with every technology, working out where to start is fraught with difficulties. \u201cWhen all you have is a hammer, everything looks like a nail\u201d\u2014or so the expression goes\u2014but when it comes to business challenges, not every problem warrants an agentic AI approach.\n<\/p>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-16018d1d wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.microsoft.com\/en-us\/industry\/retail\/microsoft-cloud-for-retail\">Learn more about Microsoft Cloud for Retail<\/a><\/div>\n<\/div>\n\n\n\n<p>You may have determined candidate areas for agentic AI using a similar approach to that which <a href=\"https:\/\/www.microsoft.com\/en-us\/industry\/blog\/retail\/2024\/12\/09\/delivering-your-supply-chain-copilot-getting-started-on-ideation\/\" target=\"_blank\" rel=\"noreferrer noopener\">we described when discussing rapidly ideating on value in a previous blog<\/a>. However, how do you know if it really warrants an agentic approach, and then, once you\u2019re confident that it does, how do you determine the value it will bring for your organization?<\/p>\n\n\n\n<p>\n  This blog aims to provide guidance on how to address these areas to empower you to make informed decisions and unlock the full potential of agentic AI.\n<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"business-and-technical-criteria\">\n  Business and technical criteria\n<\/h2>\n\n\n<div class=\"wp-block-msxcm-kicker-container\">\n\t<div class=\" wp-block-msxcm-kicker-block wp-block-msxcm-kicker--align-left\" data-bi-an=\"Kicker Left\">\n\t\t<p class=\"wp-block-msxcm-kicker__title small text-neutral-400 text-uppercase\">\n\t\t\tproven ai use cases by industry\t\t<\/p>\n\t\t<a\n\t\t\tclass=\"wp-block-msxcm-kicker__cta btn btn-link p-0 text-decoration-none\"\n\t\t\thref=\"https:\/\/www.microsoft.com\/en-us\/microsoft-cloud\/blog\/2025\/07\/21\/ai-for-business-impact-starts-here-proven-ai-use-cases-by-industry\/\"\n\t\t\ttarget=\"_blank\"\t\t>\n\t\t\t<span>Read the blog<\/span> <span class=\"glyph-append glyph-append-xsmall wp-block-msxcm-kicker__glyph glyph-append-go\"><\/span>\n\t\t<\/a>\n\t<\/div>\n<\/div>\n\n\n\n<p>\n  Based on our experience working with retail and consumer goods companies across the globe, there are some common trends that can be considered as criteria for determining if a specific process\u2014or part of a process\u2014is a good use case for agentic AI.\n<\/p>\n\n\n\n<p>\n  These aren\u2019t considered to be \u201chard and fast\u201d criteria that must be adhered to\u2014they are merely guidelines.\n<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Volume.<\/strong> A process with high volumes or number of interactions. For example, a consumer goods company receives many more orders than an aircraft manufacturer, therefore, it\u2019s likely to be far more applicable to apply agentic AI to an order intake process in a consumer goods company. That doesn\u2019t mean that agentic AI cannot help an aircraft manufacturer with this process. It means that the specific process element where it\u2019s applied would be different. For example, in placing an order for an aircraft, multiple detailed configuration documents may be needed, and agentic AI may have a valuable role ensuring those documents are correct.<br>  <\/li>\n\n\n\n<li><strong>Interaction<\/strong>. A process that interacts with multiple systems. For example, updates, reads from, or consolidates data between different systems. Processes where users must review, or consolidate, content from multiple systems are prime candidates for the application of agentic AI. Sometimes referred to as \u201cswivel-chair integration,\u201d these types of processes are both tedious and fraught with error.<br>  <\/li>\n\n\n\n<li><strong>Human.<\/strong> A process where a high level of human interaction is required. Perhaps involving seeking, reading, considering, and reasoning over multiple pieces of information, documents, or systems. This is typically work that\u2019s mundane and repetitive. Agentic AI can assess and highlight gaps, differences, or anomalies. It can make recommendations to be evaluated by a human and as such, is designed to work alongside or augment the human by reducing the amount of mundane, repetitive activity. The human element is critical here\u2014AI allows the human to focus on exceptions, strategic analysis, and complex decisions while supporting innovation.<br>  <\/li>\n\n\n\n<li><strong>Errors.<\/strong> Processes that are error prone\u2014which often occurs with repetitive, mundane human operations. More importantly, one where any errors or issues during the process execution cause adverse downstream consequences such as delayed deliveries, lost sales, compensation claims, or handling by a human that incurs cost or time. This can be a key area of concern and focus.<br>  <\/li>\n<\/ul>\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69d0d3067d544&quot;}\" data-wp-interactive=\"core\/image\" class=\"wp-block-image size-large wp-lightbox-container\"><img decoding=\"async\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on-async--click=\"actions.showLightbox\" data-wp-on-async--load=\"callbacks.setButtonStyles\" data-wp-on-async-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.microsoft.com\/en-us\/industry\/blog\/wp-content\/uploads\/2025\/05\/Corrected-typos-for-use-case-blog-1024x540.webp\" alt=\"A graphic list of the volume, interactions, human, and errors criteria.\" class=\"wp-image-121959 webp-format\" srcset=\"https:\/\/www.microsoft.com\/en-us\/industry\/blog\/wp-content\/uploads\/2025\/05\/Corrected-typos-for-use-case-blog-1024x540.webp 1024w, https:\/\/www.microsoft.com\/en-us\/industry\/blog\/wp-content\/uploads\/2025\/05\/Corrected-typos-for-use-case-blog-300x158.webp 300w, https:\/\/www.microsoft.com\/en-us\/industry\/blog\/wp-content\/uploads\/2025\/05\/Corrected-typos-for-use-case-blog-768x405.webp 768w, https:\/\/www.microsoft.com\/en-us\/industry\/blog\/wp-content\/uploads\/2025\/05\/Corrected-typos-for-use-case-blog.webp 1141w\" data-orig-src=\"https:\/\/www.microsoft.com\/en-us\/industry\/blog\/wp-content\/uploads\/2025\/05\/Corrected-typos-for-use-case-blog-1024x540.webp\"><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on-async--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<p>\n  There is an additional requirement, albeit one that must be considered when architecting a solution. This relates to data availability.\n<\/p>\n\n\n\n<p>\n  It\u2019s critical to ensure that the data required for the agentic AI application is available and accessible without causing challenges elsewhere. It\u2019s common that agentic systems need to refer to data to aid decision-making. For example, it may be necessary to look something up on a customer or supplier master record in a transactional system. Where many of these are required in a very short time, it may be that the agentic solution causes performance issues in the transactional system. Architecturally, this challenge can be avoided by extracting this data into a data lake or other data store to act as a reference location.\n<\/p>\n\n\n<div class=\"wp-block-msxcm-cta-block\" data-moray data-bi-an=\"CTA Block\">\n\t<div class=\"card d-block mx-ng mx-md-0\">\n\t\t<div class=\"row no-gutters material-color-brand-dark\">\n\n\t\t\t\n\t\t\t<div class=\"d-flex col-md\">\n\t\t\t\t<div class=\"card-body align-self-center p-4 p-md-5\">\n\t\t\t\t\t\t\t\t\t\t\t<span>Retail Thought Leadership Study<\/span>\n\t\t\t\t\t\n\t\t\t\t\t<h2>The AI Advantage: How retailers are shaping customer experiences with data-driven insights<\/h2>\n\n\t\t\t\t\t<div class=\"mb-3\">\n\t\t\t\t\t\t<p><\/p>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"link-group\">\n\t\t\t\t\t\t\t<a href=\"https:\/\/info.microsoft.com\/ww-landing-ai-advantage-how-retailers-are-shaping.html?LCID=EN-US\" class=\"btn btn-link text-decoration-none p-0\" target=\"_blank\">\n\t\t\t\t\t\t\t\t<span>Get the report<\/span>\n\t\t\t\t\t\t\t\t<span class=\"glyph-append glyph-append-chevron-right glyph-append-xsmall\"><\/span>\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<div class=\"col-md-4\">\n\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/www.microsoft.com\/en-us\/industry\/blog\/wp-content\/uploads\/2025\/01\/GettyImages-1141998482-rgb-1-1024x683.jpg\" class=\"card-img img-object-cover\" alt=\"A grocery store clerk assists a woman with a query about a product in her local supermarket.\" srcset=\"https:\/\/www.microsoft.com\/en-us\/industry\/blog\/wp-content\/uploads\/2025\/01\/GettyImages-1141998482-rgb-1-1024x683.jpg 1024w, https:\/\/www.microsoft.com\/en-us\/industry\/blog\/wp-content\/uploads\/2025\/01\/GettyImages-1141998482-rgb-1-300x200.jpg 300w, https:\/\/www.microsoft.com\/en-us\/industry\/blog\/wp-content\/uploads\/2025\/01\/GettyImages-1141998482-rgb-1-768x513.jpg 768w, https:\/\/www.microsoft.com\/en-us\/industry\/blog\/wp-content\/uploads\/2025\/01\/GettyImages-1141998482-rgb-1.jpg 1260w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"defining-value\">Defining value<\/h2>\n\n\n\n<p>\n  Advancements position agentic AI as a cornerstone for creating a more resilient, efficient, sustainable, and autonomous supply chain. When it comes to evaluating the business value of any technology investment, one of the first points to consider is determining the specific drivers of value. In addition, understanding how you\u2019ll measure this is equally important. \n<\/p>\n\n\n\n<p>\n  From the work we have done relating to agentic AI, value typically falls into three areas:\n<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Productivity<\/strong>. You can think of this as \u201cagentic liberated time.\u201d This reflects reducing the non-value-added time associated with human interaction in a process or process step using the \u201cliberated time\u201d for value-added activities. Scoping these additional activities is critical to delivering value from agentic AI. As an example, one retailer was seeking to free up time for their supply chain planners to spend more time with individual suppliers planning future promotional inventories. AI agents can streamline communications with suppliers, monitor contract compliance, and resolve disputes efficiently. <br><\/li>\n\n\n\n<li><strong>Process efficiency.<\/strong> This relates to the elapsed time that a process takes. AI agents automate repetitive tasks and optimize operations leading to higher process efficiency levels and lower costs. This in turn has follow-on benefits\u2014for example, reducing the time spent between receiving and processing a customer order translates to improved customer responsiveness. <br><\/li>\n\n\n\n<li><strong>Quality<\/strong>. This can often be seen as clich\u00e9. However, in this instance, the focus is the reduction of errors or issues. Specifically, those that have a negative consequence downstream within the organization or supply chain. For example, promising inventory that does not exist will adversely impact customer satisfaction scores and may well result in future lost sales.<br><\/li>\n<\/ol>\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69d0d3067f011&quot;}\" data-wp-interactive=\"core\/image\" class=\"wp-block-image wp-lightbox-container\"><img decoding=\"async\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on-async--click=\"actions.showLightbox\" data-wp-on-async--load=\"callbacks.setButtonStyles\" data-wp-on-async-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.microsoft.com\/en-us\/industry\/blog\/wp-content\/uploads\/2025\/05\/graphic-1-picture-1.webp\" alt=\"A graphic list of the productivity, process efficiency, and quality value drivers.\" class=\"wp-image-121943 webp-format\" srcset=\"\" data-orig-src=\"https:\/\/www.microsoft.com\/en-us\/industry\/blog\/wp-content\/uploads\/2025\/05\/graphic-1-picture-1.webp\"><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on-async--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"measurement-is-key\">\n  Measurement is key \n<\/h2>\n\n\n\n<p>\n  For each of these value driver areas it\u2019s important to establish the metrics or KPIs that this is likely to impact in your specific case. The graphic above gives some examples, but this is where the value of agentic AI really comes into force.\n<\/p>\n\n\n\n<p>\n  For the productivity value driver, liberated time can be used to identify additional revenue generating opportunities, which can enhance your revenue per employee KPI. For process efficiency, reducing lost sales can be a relevant metric if, for example, you\u2019re automating your customer order process.\n<\/p>\n\n\n\n<p>Quality, however, is where it becomes interesting. Determining the downstream negative consequences of a delayed or misinformed decision can be difficult, but it\u2019s worthwhile. One approach to consider is to use <a href=\"https:\/\/www.microsoft.com\/en-us\/microsoft-copilot\/organizations\" target=\"_blank\" rel=\"noreferrer noopener\">Microsoft Copilot<\/a> to help ideate on this, asking for suggestions as to what the negative downstream consequences of errors in a particular process might be. This may not yield the exact answer for your business, but practice has shown that it usually inspires a new thought or perspective that relates to your business.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-16018d1d wp-block-buttons-is-layout-flex\"><\/div>\n\n\n<div class=\"wp-block-msxcm-cta-block\" data-moray data-bi-an=\"CTA Block\">\n\t<div class=\"card d-block mx-ng mx-md-0\">\n\t\t<div class=\"row no-gutters material-color-brand-dark bg-fabric-green\">\n\n\t\t\t\t\t\t\t<div class=\"col-md-4\">\n\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"536\" src=\"https:\/\/www.microsoft.com\/en-us\/industry\/blog\/wp-content\/uploads\/2025\/02\/CLO24-Azure-Retail-004-SEO-1024x536.jpg\" class=\"card-img img-object-cover\" alt=\"A woman holding a tablet\" srcset=\"https:\/\/www.microsoft.com\/en-us\/industry\/blog\/wp-content\/uploads\/2025\/02\/CLO24-Azure-Retail-004-SEO-1024x536.jpg 1024w, https:\/\/www.microsoft.com\/en-us\/industry\/blog\/wp-content\/uploads\/2025\/02\/CLO24-Azure-Retail-004-SEO-300x157.jpg 300w, https:\/\/www.microsoft.com\/en-us\/industry\/blog\/wp-content\/uploads\/2025\/02\/CLO24-Azure-Retail-004-SEO-768x402.jpg 768w, https:\/\/www.microsoft.com\/en-us\/industry\/blog\/wp-content\/uploads\/2025\/02\/CLO24-Azure-Retail-004-SEO.jpg 1200w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<div class=\"d-flex col-md\">\n\t\t\t\t<div class=\"card-body align-self-center p-4 p-md-5\">\n\t\t\t\t\t\n\t\t\t\t\t<h2>Microsoft Cloud for Retail<\/h2>\n\n\t\t\t\t\t<div class=\"mb-3\">\n\t\t\t\t\t\t<p>Connect your customers, your people, and your data.<\/p>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"link-group\">\n\t\t\t\t\t\t\t<a href=\"https:\/\/www.microsoft.com\/en-us\/industry\/retail\/microsoft-cloud-for-retail\" class=\"btn btn-link text-decoration-none p-0\" target=\"_blank\">\n\t\t\t\t\t\t\t\t<span>Discover solutions<\/span>\n\t\t\t\t\t\t\t\t<span class=\"glyph-append glyph-append-chevron-right glyph-append-xsmall\"><\/span>\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\n\t\t\t\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"moving-on-value\">Moving on value<\/h2>\n\n\n\n<p>\n  Selecting the right use cases for agentic AI requires a thorough understanding of both the criteria for implementation and the drivers of value. By focusing on high-volume, error-prone processes that require significant human effort and interaction with multiple systems, organizations can identify the most promising areas for AI application.\n<\/p>\n\n\n\n<p>\n  Additionally, defining and measuring the value of AI investments through productivity, process efficiency, and quality improvements will ensure that organizations can unlock the full potential of agentic AI. With these guidelines, organizations can make informed decisions and navigate the complexities of AI use case selection, ultimately driving innovation and efficiency.\n<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"learn-more-about-agentic-ai\">Learn more about agentic AI<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.microsoft.com\/en-us\/ai\/responsible-ai\" target=\"_blank\" rel=\"noreferrer noopener\">Microsoft\u2019s responsible AI principles<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.microsoft.com\/en-us\/industry\/blog\/retail\/2025\/01\/09\/retail-ready-agentic-ai-built-for-the-future-of-retail-ready-now\/\" target=\"_blank\" rel=\"noreferrer noopener\">Retail Ready: Agentic AI built for the future of retail\u2014ready now<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.microsoft.com\/en-us\/industry\/blog\/manufacturing-and-mobility\/mobility\/2025\/03\/20\/the-future-of-logistics-how-generative-ai-and-agentic-ai-is-creating-a-new-era-of-efficiency-and-innovation\/\" target=\"_blank\" rel=\"noreferrer noopener\">The future of logistics: How generative AI and agentic AI is creating a new era of efficiency and innovation<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Customer conversations are shifting from generative AI to agentic AI, reflecting a growing recognition of agentic systems to augment AI\u2019s potential to enhance business processes and drive innovation.<\/p>\n","protected":false},"author":881,"featured_media":121940,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ms_queue_id":["aiblog-content-sync"],"ep_exclude_from_search":false,"_classifai_error":"","_classifai_text_to_speech_error":"","footnotes":""},"categories":[1501],"post_tag":[4289,4764,4293],"content-type":[1483],"coauthors":[4144,4111,4838],"class_list":["post-121938","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-retail","tag-ai","tag-consumer-goods","tag-copilot","content-type-thought-leadership","review-flag-free-1593619515-401","review-flag-microsofts-microsofts","review-flag-new-1593580249-279"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Identifying valuable agentic AI use cases for retail, consumer goods - Microsoft Industry Blogs<\/title>\n<meta name=\"description\" content=\"Discover how agentic AI can transform retail and consumer goods processes, enhancing efficiency and innovation. 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