Retailers test agentic AI robots to cut queues and guide shoppers in stores

Retailers are beginning to pilot a new generation of agentic AI robots designed to speed service, guide customers and reduce everyday friction on the shop floor.

In a statement, Microsoft said its Frontier Transformation research identifies a growing group of organisations it calls “Frontier Firms”, companies that treat artificial intelligence as a foundational capability rather than a bolt-on tool. According to Microsoft, these firms embed adaptive intelligence directly into operations to improve awareness, reasoning and interaction.

For a lay reader, those three ideas describe how AI systems work in practice. Awareness refers to sensing what is happening in a store, such as foot traffic or inventory levels. Reasoning is the ability to prioritise tasks or make decisions based on that information. Interaction means communicating naturally with people, using speech, text or visuals rather than rigid menus.

Microsoft cited industry data to underline why retailers are experimenting. Around 75% of consumers are more likely to buy when recommendations feel relevant, while nearly 40% of in-store complaints relate to waiting times. Inventory inaccuracies, meanwhile, are estimated to account for between 4% and 8% of lost sales. Its Work Trend Index also found frontline employees value AI tools that cut repetitive tasks, surface real-time information and streamline customer interactions. “It feels like having a second set of eyes that never gets tired,” one store manager said.

As an example, Microsoft highlighted work with Richtech Robotics, which has upgraded its ADAM beverage robot using conversational, context-aware assistance developed with the Microsoft AI Co-Innovation Labs and powered by Microsoft Azure AI.

The company said the robot can now adjust drink recommendations based on factors such as weather, time of day and current promotions. It can respond naturally to requests like “less sweet” or “extra ice”, rather than relying on fixed options. Behind the scenes, it can alert staff to ingredient shortages or equipment issues before they disrupt service, and use computer vision to maintain speed and quality during busy periods.

Microsoft said Richtech is extending this approach through an “Agentic Store” initiative. Concepts under development include robots that guide customers to products, systems that detect empty shelves or misplaced items, voice-enabled assistance in aisles and real-time adjustments to staffing or service based on foot traffic or local events.

The emphasis, Microsoft said, is on software rather than heavy new hardware. These workflows are designed to run on existing store infrastructure, lowering the barrier for retailers that want to experiment without refitting entire locations.

The pilots reflect a broader shift in retail technology. Earlier automation focused on back-office tasks such as inventory planning or online recommendations. Agentic AI brings some of that intelligence into the physical store, where it can act in real time and interact directly with customers and staff.

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Scepticism remains. Robots in retail have often struggled to move beyond novelty, and there are concerns about reliability, cost and customer acceptance. Microsoft’s framing suggests a more incremental approach, augmenting staff rather than replacing them and focusing on practical pain points like queues, restocking and information gaps.

Whether agentic robots become a common sight will depend on results from these pilots. If they can demonstrably reduce wait times, prevent lost sales and make store jobs less repetitive, retailers may see them less as futuristic gimmicks and more as part of everyday operations.

The Recap

• Agentic AI robots deployed to improve customer service and operations.
• Seventy-five percent of consumers more likely to purchase with relevant recommendations.
• Richtech is expanding features via its Agentic Store initiative.