AI in retail: which tasks to automate first
Updated
Across the 16 million US jobs in retail, the work scores 41 of 100 for AI exposure, weighted by how many people do each job. AI can take on about 655 hours a year per full-time person, 33% of a working year. The task that frees the most hours across the industry is to answer questions regarding the store and its merchandise, about 73 hours a year for each person who does it.
- AI exposure, weighted by employment
- 41 out of 100 Moderate exposure
- Hours AI can take on
- 655 hours a year per full-time person
- Task time AI can do today
- 20% AI speeds up another 40%
Tasks to automate first
The 15 tasks where AI can take on the most hours across retail: how exposed each task is, how much of the job it takes and how many people do that job. Hours are per person in the role that does the task. How we score each task.
| Task and who does it | AI exposure |
|---|---|
| Answer questions regarding the store and its merchandise. Store chatbots and knowledge bases answer product and store questions well. Done by retail salespeople. | 65% AI can do it 73 hours a year for each person in the role |
| Compute sales prices, total purchases, and receive and process cash or credit payment. POS software totals sales, but staff handle cash and card payments. Done by retail salespeople. | 58% AI helps 66 hours a year for each person in the role |
| Place special orders or call other stores to find desired items. Searching stock and placing orders can run through software and agents. Done by retail salespeople. | 60% AI can do it 56 hours a year for each person in the role |
| Describe merchandise and explain use, operation, and care of merchandise to customers. AI can draft clear product descriptions and care guidance quickly. Done by retail salespeople. | 50% AI helps 54 hours a year for each person in the role |
| Answer customers' questions, and provide information on procedures or policies. LLM assistants can answer policy questions from store documents. Done by cashiers. | 70% AI can do it 70 hours a year for each person in the role |
| Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices. AI can retrieve policies and promotions, but staff must stay current. Done by retail salespeople. | 45% AI helps 50 hours a year for each person in the role |
| Establish or identify prices of goods, services, or admission, and tabulate bills, using calculators, cash registers, or optical price scanners. Scanners and registers already set prices; software does the tabulating. Done by cashiers. | 65% AI can do it 66 hours a year for each person in the role |
| Answer incoming phone calls. Voice AI can already answer routine store phone calls. Done by cashiers. | 65% AI can do it 65 hours a year for each person in the role |
| Maintain records related to sales. Sales records are digital and easily generated and organized by software. Done by retail salespeople. | 75% AI can do it 43 hours a year for each person in the role |
| Inventory stock and requisition new stock. Inventory systems track stock, but counting and receiving are physical. Done by retail salespeople. | 40% AI helps 42 hours a year for each person in the role |
| Exchange merchandise for customers and accept returns. Returns and exchanges are partly digital, but items must be inspected. Done by retail salespeople. | 40% AI helps 42 hours a year for each person in the role |
| Recommend, select, and help locate or obtain merchandise based on customer needs and desires. AI can suggest products, but staff must guide and locate items. Done by retail salespeople. | 35% AI helps 41 hours a year for each person in the role |
| Prepare sales slips or sales contracts. Sales slips and standard contracts can be generated from order data. Done by parts salespersons, retail salespeople. | 70% AI can do it 38 hours a year for each person in the role |
| Keep records of out-going orders. Logging outgoing order records is routine data entry. Done by stockers. | 80% AI can do it 63 hours a year for each person in the role |
| Complete order receipts. Order receipt paperwork is routine document work AI handles well. Done by stockers. | 72% AI can do it 63 hours a year for each person in the role |
What stays with people
40% of the task time across these roles needs a person, and the output of the rest still needs someone to check it. The tasks below take the most of that time.
- 20% AI can do it
- 40% AI helps
- 40% Needs a person
- Greet customers and ascertain what each customer wants or needs. Retail salespeople, 12% exposed
- Prepare merchandise for purchase or rental. Retail salespeople, 12% exposed
- Demonstrate use or operation of merchandise. Retail salespeople, 12% exposed
- Ticket, arrange, and display merchandise to promote sales. Retail salespeople, 12% exposed
- Watch for and recognize security risks and thefts and know how to prevent or handle these situations. Retail salespeople, 15% exposed
Adoption path
Start with the tasks where AI helps a person, then automate the routine ones, then give whole workflows to agents with a person approving the output.
Teams in this industry
The business functions in retail, by share of the workforce, with each one's exposure.
Roles in retail
The 20 largest roles, each linked to its task-by-task score. Shares come from the BLS industry staffing estimates, May 2025. Of the roles with at least 2% of the jobs, customer service representatives score highest at 74, warehouse workers lowest at 17.
- Retail salespeople, 23.3% of the workforce, score 48 out of 100
- Cashiers, 16.8% of the workforce, score 43 out of 100
- Stockers, 12% of the workforce, score 30 out of 100
- Retail supervisors, 6.5% of the workforce, score 43 out of 100
- General managers, 2.9% of the workforce, score 44 out of 100
- Customer service representatives, 2.7% of the workforce, score 74 out of 100
- Auto mechanics, 2.3% of the workforce, score 21 out of 100
- Warehouse workers, 2.3% of the workforce, score 17 out of 100
- Pharmacy technicians, 2.2% of the workforce, score 44 out of 100
- Food preparation workers, 1.6% of the workforce, score 17 out of 100
- Fast food workers, 1.4% of the workforce, score 24 out of 100
- Parts salespersons, 1.3% of the workforce, score 38 out of 100
- Light truck drivers, 1.2% of the workforce, score 32 out of 100
- Pharmacists, 1.1% of the workforce, score 51 out of 100
- Shipping clerks, 1% of the workforce, score 47 out of 100
- Office clerks, 1% of the workforce, score 60 out of 100
- Packers, 1% of the workforce, score 19 out of 100
- Sales representatives of services, 0.8% of the workforce, score 66 out of 100
- Butchers, 0.8% of the workforce, score 27 out of 100
- Janitors, 0.7% of the workforce, score 14 out of 100
Questions about AI in retail
Which tasks should a retailer automate first?
The first task to automate is to answer questions regarding the store and its merchandise (65% exposed). Next come the tasks to compute sales prices (58%) and to place special orders or call other stores to find desired items (60%). Together they free the most hours across the industry.
How many hours can AI save a retailer?
About 655 hours a year per full-time person, 33% of a 2,000-hour working year. For a team of 10 that is about 6,550 hours, the time of 3.3 full-time people. The figure is the share of task time AI can remove today, weighted by how many people do each job.
Which roles in a retailer are most exposed to AI?
Of the roles with at least 2% of the jobs, customer service representatives score highest, at 74 of 100, and warehouse workers lowest, at 17. Each role's page lists its tasks one by one.
Will AI replace jobs in retail?
AI can do 20% of the task time across these roles today. Another 40% gets faster with AI while a person stays in charge. 40% needs a person. One task that stays with people is to greet customers and ascertain what each customer wants or needs.
Where should a retailer start with AI?
With the quick wins: approved assistants for the tasks AI helps with, under a written AI policy. Then automate the 9 tasks on this page AI can do end to end. An AI audit maps the tasks in your team and ranks them the same way this page does.
Next steps
Find the tasks to automate first in your team
We map the tasks in your business, score each one the way this page does and build the automations that pay back first.