A shopping agent works on behalf of the buyer. A merchant agent helps a seller answer questions and handle offers or orders. A copilot supports someone doing their job, such as a service rep or a catalogue editor. Each assistant’s task and permissions determine how independently it can act.
Three roles in the same order
A workshop needs a replacement motor by tomorrow. Its shopping agent asks several merchants for compatible models and delivery dates. One merchant’s agent checks stock and returns an offer from that shop. A customer service copilot shows a rep the request and suggests which details are still needed for a firm quote.
These roles can appear in the same interface. The customer should be able to tell whether the assistant is doing their shopping or explaining an offer from a particular merchant.
Who can see and do what?
Write down three things for each role: whose task it carries out, what data it needs and what actions it may take. A shopping agent might ask for a delivery slot. The merchant agent can tell it which slots are open. A slot reserved for exceptions needs approval from customer service.
Book chapters, articles and sources
- Chapter 1 · When the customer orders an outcome
- Chapter 11 · From copilot to autonomous shop operations
- What is agentic commerce?
- Stefan Hamann · Commerce Is Quietly Changing Hands