How Agentic AI Is Replacing Scripted Retail Chatbots

Retail teams are moving beyond scripted chatbots and into agentic AI systems that can understand context, take action using tools, and coordinate across functions.In this CX Today interview, Nicole Willing is joined by Gilbert Gooijers, Managing Director and Chief Operating Officer at CM.com, to explain what retail leaders often misunderstand about agentic AI, why multi-agent setups beat a single do-it-all bot, and how the right channel choice, from WhatsApp to RCS and voice, shapes customer experience across generations. Gooijers also shares real-world examples, including event-scale customer service and guided purchase journeys, before highlighting the biggest emerging risk: security.The message to retailers is clear: treat cybersecurity as the starting point, not an afterthought, as AI agents become more capable and more connected.For more Customer Experience tech news visit https://www.cxtoday.com