Shoptalk 2025: 5 takeaways from the AI-powered future of retail
The retail technology landscape is evolving at lightning speed—and Shoptalk 2025 in Las Vegas was proof that the future of retail is already here. With over 10,000 attendees and 1,500+ speed networking sessions packed into just three days, this year’s conference brought together the brightest minds and boldest innovations shaping the next era of commerce to talk about how AI is reshaping retail from the ground up.
5 key takeaways
The most talked-about AI trends and insights from the show room floor include:
🧠 AI isn’t a buzzword—it’s a business necessity. From product recommendations to support automation, AI is driving better experiences and faster service by handling up to 70% of inquiries at first contact.
🚀 Generative AI is becoming table stakes. Adoption of Gen AI tools jumped from 55% to 75% among business leaders in 2024, but top brands say the next frontier is agentic AI.
🤖 Prepare to scale high-quality interactions. The days of waiting on hold are over. AI agents for retail can now deliver scalable, personalized support across channels at a fraction of the cost—paving the way for agentic commerce.
🔊 Voice AI is heating up. It’s the most costly channel—but AI is poised to make it far more efficient.
🛠️ Smart brands are thinking holistically. AI has a role at every stage of the customer journey—from discovery to loyalty—and omnichannel AI (aka omnipresent AI) is coming into focus.
Leverage omnichannel AI for customer support
1. Agentic AI takes the spotlight
One of the biggest themes to emerge? Agentic AI—a smarter, more autonomous evolution of artificial intelligence—has officially arrived. Major retailers are no longer just dipping their toes into AI-powered automation; they're diving head-first, leveraging advanced capabilities through cloud providers and embedding AI deep into business decision-making processes. In fact, according to Gartner’s 2025 list of strategic technology trends, agentic AI is the top priority for business leaders today.
2. AI now meets customers where they are
As the retail space becomes more competitive, customer experience is the new battlefield—and speed is everything. From the conversations we had at the Sendbird booth, one thing was clear: customers won’t wait. The longer a brand takes to respond, the faster a customer will move on to an alternative.
This is where AI-powered support shines: meeting customers wherever they are, instantly, 24/7. Our newly launched Sendbird AI Agent—an omnichannel solution for customer service—received an overwhelmingly positive response at the show. Brands are seeking ways to meet customers wherever they are, whether it’s via in-app chat, SMS, email, voice call, or social media, all while ensuring the experience feels fast, human, and personalized. As the first form of omnipresent AI, AI agents are poised to redefine what it means to deliver a truly seamless customer experience that spans all channels.
3. Voice AI: The underrated opportunity
Another key trend that emerged? Voice AI is on the rise—and for good reason. Voice remains the most expensive and time-consuming support channel, primarily because it requires a one-to-one interaction model. Unlike chat or messaging, a voice agent can’t handle multiple inquiries simultaneously. AI is now stepping in to reduce this burden, making voice more scalable and efficient for modern contact centers.
4. Mobile-first, customer-centric engagement
Consumers expect seamless, real-time engagement—especially on mobile. Brands must prioritize mobile-first strategies that include proactive messaging, instant support, and context-aware communication. In short: it’s not just about being available—it’s about being relevant and responsive, wherever the customer is.
Reinvent CX with AI agents
5. Omnichannel AI is coming
Shoptalk 2025 made one thing clear: retailers who embrace the full potential of AI—across platforms, channels, and customer touchpoints—will be the ones who thrive in this new landscape. From strategy to execution, AI-powered innovation is no longer optional—it’s the expectation. Retailers who succeed at scaling AI across operations and the customer journey are already being rewarded and will continue to pull ahead of those using AI in siloed ways.
Final thoughts on AI at Shoptalk 2025
And at Sendbird, we’re excited to be at the center of the AI revolution in retail. To learn about our omnichannel AI agent for customer service, explore our AI agent platform. Sendbird makes it easy for non-technical teams to build and deploy custom AI agents for retail that reduce human workload, boost case resolution, and meet customers anywhere they are instantly with high-quality experieneces. Feel free to contact our AI experts to learn more.
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