Only 27% of UK retailers say their technology stacks are fully connected and scalable, leaving the majority unprepared for the next phase of AI-driven retail, according to new research from Patchworks.

The findings come as global analysts predict rapid adoption of autonomous AI agents in commerce. Deloitte forecasts that a quarter of enterprises using generative AI will deploy autonomous agents in 2025, rising sharply in the years that follow, while Gartner expects agentic AI to autonomously resolve the majority of routine customer interactions before the end of the decade.

Often referred to as Agentic Commerce, this emerging model goes beyond chatbots and recommendation engines. Instead, AI agents will be able to search, compare, purchase and even pay for products on behalf of consumers, acting as always-on personal shoppers that understand individual preferences, habits and needs.

Patchworks’ Retail Integration Report: Insights from the 2025/26 Patchworks Retail Tech Leaders Survey’ based on a survey of 200 UK retail technology leaders, suggests most retailers are not yet ready for that shift. Nearly 1 in 3 (31%) remain stuck with fragmented systems and manual processes, while a further 29% describe their integration as reactive and fragile. This means only 27% say their technology is fully connected and scalable, the level required to support AI-driven, autonomous buying experiences at scale.

The research shows that while awareness of AI in retail is growing, readiness is lagging behind the pace of change. 40% of retailers say they are already using AI to automate or improve operations, yet a further 17% say their current tech stack would not support AI adoption at all. Another 15% are not actively thinking about AI, despite rapid advances in autonomous buying, pricing and fulfillment technologies.

This gap matters as Agentic Commerce moves from theory to reality. Defined as AI-powered agents that can independently discover products, compare options and complete purchases on behalf of consumers, agentic systems depend on real-time access to accurate inventory, pricing, customer and order data.

Jim Herbert, CEO of Patchworks, said that while excitement around agentic AI is growing fast, many retailers are underestimating what it takes to make it work in practice.

Agentic commerce sounds futuristic, but it relies on something very unglamorous. Clean, connected data. If your stock, orders, customer data and payments don’t talk to each other reliably today, an AI agent will simply amplify those problems rather than solve them.

– Jim Herbert, CEO, Patchworks

The report highlights that poor integration already carries a real financial cost. 60% of retailers report losses linked to disconnected systems, with 1 in 10 losing over £1 million annually due to integration failures. During peak trading periods, 48% rely on temporary workarounds just to keep systems running.

AI agents will soon be buying trainers before your current pair wears out, reordering household staples automatically, or booking last-minute outfits based on your calendar,” he said. “Retailers with modern, connected platforms will benefit from that shift. Those running on brittle, patched-together stacks risk being invisible to the machines doing the buying.

– Jim Herbert, CEO, Patchworks

Patchworks argues that Agentic Commerce is not a distant concept but an acceleration of trends already underway, particularly through platforms like Shopify that are increasingly accessible via AI interfaces. In this environment, integration becomes the foundation that allows retailers to orchestrate data flows across ecommerce, ERP, warehouse, CRM and payments in real time.

AI will change how people shop, but it won’t magically tidy up messy systems. Retailers need to fix the plumbing first. Integration is what turns AI from hype into something commercially useful.

– Jim Herbert, CEO, Patchworks

Tech stacks must be scalable, and app based as you don’t know what functionality you’ll need in five years. That’s why working with partners who keep pace with reducing complexity and cost is crucial. We already use AI extensively in our team, freeing up time and resource for where we can add the most value. AI’s impact is now being felt in how we all interact with sites and content, and as a team we need to keep pace with this important development too.

– David Webster, Bollin Group