AI is getting pretty good at more than just answering questions. It’s starting to actually do things for us, and one of the biggest changes is coming for e-commerce. Instead of you clicking around to find and buy something, you’ll soon be able to just tell an AI agent, "Hey, buy this for me." If recent moves from giants like OpenAI teaming up with Stripe and Google are any indication, this isn’t some far-off sci-fi concept; it’s happening right now.
This new world is being built on something called the Agentic Commerce Protocol. It sounds a bit technical, I know, but it’s about to fundamentally change how we all shop online. In this guide, we’ll break down what it is, look at the different approaches popping up, and talk about what your business can do to get ready for the shift.
What is the Agentic Commerce Protocol?
Think about how you buy something online today. The whole process, from browsing a site to clicking through the checkout, is designed for a human. But an AI agent, like ChatGPT, can’t just "see" a webpage and click a button. It needs a structured, secure way to talk to a merchant’s systems to place an order for you.
This is where the Agentic Commerce Protocol steps in.
At its core, the Agentic Commerce Protocol is an open set of rules that allows AI agents, people, and businesses to work together to complete a purchase. You can think of it as a universal language for AI shoppers. This "language" is being designed to solve three big problems that pop up when a machine is doing the buying instead of a person:
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Authorization: How does a store know you actually gave an AI permission to buy something specific?
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Authenticity: How can a store trust that the AI’s request is real and hasn’t been faked or messed with?
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Accountability: If something goes wrong, like a wrong order or a fraudulent charge, who’s on the hook?
Without a standard way to handle these questions, agent-driven shopping would be a messy and insecure free-for-all. The protocol acts as a common language and a trusted ID system for these "AI shoppers," making sure they are who they claim to be and that they have your green light to use your payment information.
Key players shaping the Agentic Commerce Protocol
It’s not as simple as everyone agreeing on one single rulebook. Right now, a few major players are developing their own competing standards, each with a slightly different angle. Let’s take a look at the main contenders.
OpenAI and Stripe’s Agentic Commerce Protocol (ACP)
This is the protocol behind the new "Instant Checkout" feature in ChatGPT. Its main goal is to turn a simple conversation with an AI into a direct sale. A user can go from asking, "find me the best running shoes under $100," to actually buying them without ever leaving the chat window.
This video introduces the "Instant Checkout" feature in ChatGPT, powered by the Agentic Commerce Protocol developed with Stripe.
For this to work, merchants have to connect their product catalogs and checkout systems using the Agentic Commerce Protocol (ACP). The whole payment side is handled by Stripe, making it simple for businesses to accept payments, even if they use a different payment processor on their main website. With launch partners like Etsy and over a million Shopify merchants on the way, ACP has some serious momentum.
Google’s Agent Payments Protocol (AP2): An Agentic Commerce Protocol alternative
Google’s take, the Agent Payments Protocol (AP2), was developed with a whole crew of partners, including Mastercard, PayPal, American Express, and Salesforce. Their focus is a bit broader than just buying things in a chat. They want to create a secure and universal payment framework for any task an AI agent might do for you.
AP2 is built on an idea called "Mandates." These are basically digitally signed contracts that serve as tamper-proof proof of what a user wants to do. They come in two main flavors:
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Human-present: For purchases you approve in real-time, right before you buy.
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Human-not-present: For tasks you delegate, like telling your agent, "Buy me tickets to that concert the second they go on sale."
This approach creates a clear, verifiable trail for every transaction, which helps sort out who authorized what and who is responsible if things go sideways.
Forter’s Trusted Agentic Commerce Protocol (TACP)
Coming from a company that specializes in fraud prevention, Forter’s Trusted Agentic Commerce Protocol (TACP) zeroes in on a different but really important problem: the potential loss of customer data. Businesses are worried that when an agent makes a purchase, they lose all the juicy behavioral data that helps them personalize offers, run loyalty programs, and market effectively.
TACP uses a technology called JSON Web Encryption (JWE) to securely pass along rich data about the user, their original request ("find me some durable running shoes"), and other session details. This means the merchant doesn’t just get a random order; they also get the context needed to maintain a direct relationship with the customer and spot potential fraud more accurately.
A quick Agentic Commerce Protocol comparison
With different players come different priorities. Here’s a quick rundown of how the three main protocols compare.
| Feature | OpenAI & Stripe (ACP) | Google (AP2) | Forter (TACP) |
|---|---|---|---|
| Primary Goal | Enable in-chat purchasing (conversational commerce) | Create a universal, secure standard for all agent payments | Preserve merchant data and prevent fraud |
| Core Technology | API for product feeds & checkout | Cryptographically-signed "Mandates" (Verifiable Credentials) | JSON Web Encryption (JWE) for secure data exchange |
| Main Backers | OpenAI, Stripe, Shopify, Etsy | Google, Mastercard, PayPal, Amex, Salesforce, etc. | Forter (identity & fraud platform) |
| Key Benefit for Merchants | New sales channel directly within ChatGPT | Works across many payment types and agents | Maintain customer data, personalization, and fraud control |
| Biggest Challenge | Potentially locks businesses into the OpenAI ecosystem | Could be slow to catch on due to its complexity and scope | Needs buy-in from agent developers to pass the data |
What the Agentic Commerce Protocol means for your business
The move to agentic commerce is more than just a tech update; it’s a complete shake-up of the customer journey. This brings some huge opportunities, but also some pretty big headaches.
The opportunities are genuinely exciting. You’ll get access to new sales channels where your customers are already hanging out, like AI chat apps. It also opens the door to totally new ways of shopping. Imagine a customer telling their agent to keep an eye on a specific jacket and automatically buy it when the price drops. Or an agent that negotiates a personalized bundle deal based on a user’s detailed request.
But the challenges are just as real.
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Losing the customer relationship: If a customer buys through an agent, you miss out on that direct interaction on your website. It suddenly becomes a lot harder to gather data for marketing, figure out what users are doing, and build any kind of brand loyalty.
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Weird and complex support questions: Get ready for a whole new class of customer problems. "My agent bought the wrong size," "I never told it to buy this," or "Why did my agent pick this store over another?" Your support team will be on the front lines, trying to solve problems where the customer wasn’t even the one clicking the buttons.
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Scattered data and systems: Trying to support multiple protocols could get messy and expensive. Each one might create its own little pocket of data, making it tough to get a single, clear picture of your customers and what they’ve bought.
Preparing customer support for the Agentic Commerce Protocol
While the tech giants hash out the standards, your customers are the ones who will be dealing with the growing pains. And when they have a problem, they won’t be calling OpenAI or Google, they’ll be calling you.
The Agentic Commerce Protocol problem: Your knowledge is scattered
When a customer gets in touch with a problem from an agent-led purchase, where will your support team even begin to look for an answer? The context for the purchase might be in a ChatGPT conversation, the order details are in Shopify, the return policy is buried in a Google Doc, and similar past issues are somewhere in your Zendesk or Freshdesk tickets.
Answering these new, multi-layered questions is going to be slow and painful. Your agents will have to manually search through scattered systems to piece everything together, which means long waits for customers and inconsistent answers.
The Agentic Commerce Protocol solution: Unify your knowledge
The single best thing you can do to get ready for this new era is to create a unified knowledge layer that anyone, or any AI, can tap into to get a complete answer.
eesel connects to all your company knowledge sources, creating a unified knowledge layer to address issues arising from the Agentic Commerce Protocol.This is exactly what eesel AI was built for. It plugs into all the places your company knowledge already lives, your helpdesk, internal wikis like Confluence, e-commerce platforms, and more, without making you move a single document. It acts like an intelligent brain for your business, instantly learning from past tickets, help articles, and internal docs to understand your brand’s voice and how to solve common problems.
Deploy AI ready for the Agentic Commerce Protocol
You don’t need to wait for agentic commerce to be fully figured out to start building a support system that’s ready for the future. The eesel AI Agent can plug directly into your helpdesk today to automate answers to common questions, and it will be ready to handle the complex queries that are just around the corner.
Unlike some big enterprise tools that take months to set up, eesel AI is different:
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You can be live in minutes, not months: Seriously. You can set up and launch eesel AI all by yourself, with no need to sit through sales calls or mandatory demos. It integrates with the tools you already use in just one click.
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Test it out with confidence: Before you flip the switch, you can use the simulation mode to test your AI on thousands of your historical tickets. You’ll see exactly how it would have responded and get a real forecast on its performance, so there’s no guesswork.
The eesel AI simulation mode shows how the AI would have handled past tickets, a key feature for preparing for the Agentic Commerce Protocol.- You stay in complete control: You decide exactly which types of tickets the AI should handle and how it responds. You can start small with simple topics and have the AI confidently hand off anything else, making sure complex or sensitive issues always get a human touch.
The future of the Agentic Commerce Protocol is conversational
The Agentic Commerce Protocol is more than just a new piece of tech; it’s a peek into where e-commerce is headed. While the landscape is still a bit fragmented with competing standards from giants like OpenAI and Google, the direction is clear: commerce is becoming more automated, conversational, and intelligent.
The most important step you can take right now isn’t to pick a winning protocol. It’s to get your own support infrastructure in order. By bringing all your knowledge together and using smart automation, you can build a resilient and flexible support system that’s ready for whatever comes next.
Get your business ready for the Agentic Commerce Protocol today
Don’t wait for the future of commerce to catch you off guard. With eesel AI, you can unify your business knowledge and deploy powerful AI support agents in minutes. Build a flexible, future-proof support system that’s ready for any channel. Try eesel AI for free.
Frequently asked questions
The Agentic Commerce Protocol is an open set of rules that allows AI agents, people, and businesses to work together to complete online purchases securely. It’s important because it fundamentally changes how shopping occurs, enabling AI agents to act as shoppers and opening new, automated sales channels for businesses.
The Agentic Commerce Protocol addresses critical issues like authorization, authenticity, and accountability to ensure secure transactions. It acts as a trusted ID system for AI shoppers, verifying user permission, confirming the AI’s request is legitimate, and establishing responsibility if anything goes wrong.
Yes, there are competing standards being developed by major players, each with a slightly different focus. Examples include OpenAI & Stripe’s ACP for in-chat purchasing, Google’s AP2 for a universal payment framework using "Mandates," and Forter’s TACP which prioritizes preserving merchant data and preventing fraud.
Opportunities include access to entirely new sales channels through AI chat apps and innovative automated shopping experiences. Challenges involve potentially losing direct customer relationships, dealing with complex support issues arising from agent-led purchases, and managing scattered data across various protocols.
The best preparation is to create a unified knowledge layer that aggregates information from all your business systems, such as helpdesks, wikis, and e-commerce platforms. This ensures your support team can quickly access complete context and provide consistent, accurate answers to complex, agent-led purchase queries.
The blog suggests that waiting is not advisable, as agentic commerce is already transforming the landscape. Instead, focus on building a resilient and flexible support infrastructure now by unifying your knowledge. This approach ensures your business is prepared for whatever Agentic Commerce Protocol standards become dominant in the future.
