Despite widespread AI adoption among retailers, the technology is not yet making key business decisions fully autonomously, research from global software company, monday.com, reveals.

Original research of over 500 UK retail leaders by monday.com showed that almost all (99%) report some form of AI expertise in their business. Such is the scale of AI adoption that now six in ten (61%) have dedicated AI leadership or teams in place, including Chief AI Officers (CAIO). 

Separate research by recruitment firm Robert Half also pointed to the rising role – and importance – of the CAIO, with 83% of brands expecting CAIOs to become more critical over the next ten years.

“AI is no longer a future investment for UK retailers – it’s something they’re using right now to stay competitive in a high-pressure sector,” Ben Barnett, Regional VP for UKI at monday.com, commented.

However, a further 92% said AI is not yet making key business decisions autonomously and over a third (36%) say its role role remains largely supportive, providing insights with humans making final decisions. Meanwhile, nearly half (49%) agree that AI is not yet ready to manage end-to-end customer journeys.

AI agents join the frontline

While the conversation around AI agents often focuses on the future, these systems are already live in UK retail operations: 90% of retail decision-makers are actively exploring AI agents, with a third already in the implementation phase.

The most common use-case for AI agents was across customer service, with 55% of retailers already using AI-powered chatbots. Almost half 49% are applying agentic AI to boost operational efficiency and a further 48% are using the tech to support marketing and content creation.

“Brands are being thoughtful – not just piling on new tools – using AI to streamline what already exists and support the people doing the work,” Barnett added. “The most successful teams aren’t using the most tech, they’re using it in the clearest, most integrated way.”

Over half (51%) of retailers expect AI agents to manage most customer interactions within just five years. However, key challenges remain about output quality, privacy and trust, while 42% worry that AI agents could alienate customers.