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Unlocking the potential of Agentic AI: Transforming Retail Travel & Hospitality and BFSI
Unlocking the potential of Agentic AI: Transforming Retail Travel & Hospitality and BFSI

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In my previous blog Demystifying Agentic AI for shaping the future of Autonomous Intelligence I explored the foundational concepts of Agentic AI, a paradigm where AI systems act autonomously and continuously learn from their environment. The transition from Generative AI to Agentic AI is opening up the previously unthinkable levels of intelligence and customization.

Most companies are using Agentic AI for their internal use cases and are also deploying it for their clients and customers:

  • Microsoft [1] claimed 72% of leaders expect AI agents to be fully integrated across their operations, delivering significant value. 21% of leaders expect this to happen within the next 12 months.
  • According to KPMG [2] survey over half (51%) of organizations are exploring the use of AI agents and another 37% are piloting AI agents. Currently, only 12% of respondents have deployed AI agents for use.
  • UiPath [3] stated that 93% of US IT executives are extremely interested in agentic AI, 32% are planning to invest in next six months or less. 90% say they have business processes that would be improved by agentic AI. 37% claim they are already using Agentic AI

 

In this blog I will talk about how Agentic AI is drastically reshaping the various facets of our industry, mainly Retail Travel & Hospitality and BFSI by revolutionizing everything from Supply chain automation to customer experience and Fraud Detection.

  1. Revolutionizing Retail- Personalization and autonomous operations

Retailers are leveraging Agentic AI to optimize customer experience, supply chain and pricing strategies. These intelligent systems can independently execute processes, detect fraudulent activities, and provide personalized financial advice, thereby increasing efficiency and reducing operational risks. With autonomous agent businesses like e-commerce platforms are offering hyper personal recommendations, manage inventory and enhance demand forecasting.

Some real-world examples for Agentic AI in retail include:

  1. Walmart [4] employed conversational agent to help merchants identify the root cause of issues related to supply and inventory management processes across its vast network of stores.
  2. Amazon [5] stated that Alexa+ surpasses traditional voice assistant capabilities by incorporating Agentic AI with the ability to execute multi-level tasks on behalf of users
  3. Alibaba International [6] according to World Economic Forum launched its AI agent, Accio, as an AI-powered B2B search engine for product sourcing by quickly summarizing industry knowledge and actively guiding you step by step
  4. Puma [7] used AI Agents to create an Ad from scratch virtually with no human touch, shows how AI agents are helping marketers automate a growing portion of the creative development process.

 

  1.  Enhancing Travel & Hospitality- Seamless and personalized journeys

Agentic AI is transforming travel & hospitality sector and improving the overall client experience by providing real-time updates, automating booking procedure and enabling personalized travel planning. This industry thrives on personalization which with the help of agents can be taken to next levels, offering dynamic itinerary adjustments, proactive customer support and seamless end to end travel experience tailored to individual preferences.

Some real-world examples for Agentic AI in Travel & Hospitality include:

  1. Thomas Cook (India) Limited and SOTC Travel [8] have collaborated to launch India’s first multi-modal, multi-lingual, agentic, voice-enabled GenAI advisor called Dhruv, developed in partnership with LTIMindtree, Voicing.AI, and Fairfax Digital Services, uses artificial intelligence to speed up and improve travel planning, booking, and management.
  2. Bookings Holdings [9] quoted that “We see the development and use of AI agents and those agents working with other AI agents as a potential way to more quickly bring together the different elements of travel into a truly connected offering on our platform’’

 

  1. Reinventing BFSI- Smarter fraud detection and secure autonomous financial services

By integrating Agentic AI, BFSI sector is gaining operational efficiency, enabling autonomous decision making, fraud detection and customer onboarding. In real-world applications, agentic AI systems are being used to evaluate microloans for smallholder farmers on their own by assessing risk through local data analysis without the need for direct human intervention. Agentic AI is also being used by mobile banking services to provide real-time, personalised micro-insurance products based on meteorological data.

Some real-world examples for Agentic AI in BFSI include:

  1. Goldman Sachs [10] have employed four different types of agents which are Analytical Agent, Predictive Agent, Customer Service Agent and Compliance Agent which streamline complex processes, provide accurate predictions, and empower decision-makers by delivering high-quality insights.
  2. BNY [11] in a survey with venture beat stated that it has created a lead recommendation agent for its various teams. It uses a multi-agent architecture to help its sales team make suitable recommendations to clients.

I built a Use Case vs. Sector Heatmap to assess the areas where AI-driven autonomous systems are having the most effects in order to have a better understanding of the amount of Agentic AI adoption across sectors. This heatmap illustrates which industries are using Agentic AI the most and why by graphically representing the distribution of use cases across BFSI, Retail, and Travel & Hospitality.

 

A blue squares with black text

AI-generated content may be incorrect.

Figure 1: Heatmap of the impact of Agentic AI in each sector for common use cases

(Darker the colour, higher the impact)

The graph depicts that the need for dynamic pricing, real-time inventory management, hyper-personalization, and AI-powered customer engagement is what accelerates retail's dominance. Travel & Hospitality ranks second as AI agents streamline itinerary planning, automate customer service, and optimize operational efficiency. Meanwhile BFSI is improving operational efficiency and security by utilising AI for risk management, fraud detection, robo-advisory services, and compliance automation.

Whats Next?

This next-generation AI is changing corporate processes, increasing efficiency, and opening new revenue streams across a variety of industries.
However, what we see today is just the beginning and Agentic AI 2.0 is yet to come - the journey from human supervised to self-supervised agents is long but gradually unfolding.

  • For Retail, we can see a shift From personalization and mere demand assesment to fully integrated Agentic inventory management and autonomous supply chain management.
  • Travel & Hospitality managing seamless customer experience can evolve to a point where AI Agents will curate entire travel ecosystem with journey customization and predicting disruptions without human input.
  • In the future, BFSI with autonomous financial services  can be seen as Agentic AI turning it into a system that autonomously manages financial markets and creates systems to predict economic shifts.

Many businesses claim to be deploying AI Agents. But are they truly autonomous, or are they merely sophisticated AI-labelled workflow automation tools? It will be critical going ahead to differentiate between true agentic AI and simple rule-based automation behaving agentic.

In my upcoming blog, I will delve into other sectors where Agentic AI is making a significant impact, exploring its role in industries like healthcare, pharma manufacturing, and automotive. With that nasscom insights' first report in Agentic AI will be published soon, offering in depth insights and development in this technology. Stay tuned to discover how AI agents are reshaping these spaces and what the future holds for autonomous intelligence across diverse business landscapes.

Do check out my previous blog of this series to know more about the basics of Agentic AI:

https://community.nasscom.in/communities/digital-transformation/demystifying-agentic-ai-shaping-future-autonomous-intelligence

References

1.https://cdn-dynmedia-1.microsoft.com/is/content/microsoftcorp/microsoft/final/en-us/mcaps/dau/documents/fy25/AgentsofChange.pdf?utm_source=chatgpt.com

2.https://kpmg.com/us/en/articles/2025/ai-quarterly-pulse-survey.html

3.https://assets.ctfassets.net/5965pury2lcm/iPHfyK2WwLDcL22IaQ8DE/c75571221af221ae2962738408abc74d/2025-uipath-agentic-ai-report-012725.pdf

4.https://tech.walmart.com/content/walmart-global-tech/en_us/blog/post/three-ways-we-are-using-conversational-ai-at-walmart.html

5.https://www.aboutamazon.com/news/devices/new-alexa-generative-artificial-intelligence

6.https://www.weforum.org/stories/2025/02/ai-agents-global-trade-game-changer-smes-entrepreneurs/

7.Puma uses AI agents to create ad with agency Monks | Ad Age

8.Thomas Cook and SOTC Unveil Agentic AI Platform ‘Dhruv’ to Ease Travel

9.Booking Holdings' Fogel bullish on agentic AI amid strong 2024 results | PhocusWire

10.Goldman Sachs AI Agent | ClickUp™

11.How big U.S. bank BNY manages armies of AI agents | VentureBeat


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AI enthusiast and Analyst impassioned about Machine Learning, NLP and LLMs with a background in AI, Gen AI and Agentic AI research and analysis.

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