Ramification of Agentic AI on Customer Experience: Balancing Personalization and Data Privacy

Abstract

With the emergence of Artificial Intelligence (AI), e-commerce has been 
evolved tremendously and transformed customer experience with 
personalization, automation, and tailored customer support by AI 
Chatbots. Agentic AI is an advance and refined form of AI that works as 
AI Agent founded on neural networks and machine learning with latent 
ability of learning from previous data. Agentic AI is humanoid system 
having fundamental traits of Autonomous decision -making, 
environment-directed, and self-starting without human involvement.. 
Moreover, Data privacy moderated the relationship between 
Personalization and Perceived Customer Experience that needs an 
appropriate balance to mitigate the customer concerns about Data 
privacy. Agentic AI is a buzzword and needs exploration, how it has 
been transforming the customer experiences in online shopping while 
mitigating the data privacy concerns in hyper personalization. This 
research assists E-retailors and businesses to enhance their business 
operation, cutting cost, and high conversion rate in online shopping. For
future researchers, it provides the basis of Agentic AI in e-commerce and will give understanding about customer data privacy concerns that 
needs to be addressed in personalization.