Minsait has participated in Retail Forum 2026, one of the main meetings of the retail sector in Spain, where it has analyzed how agentic AI is beginning to transform the business processes of companies in the sector. During the event, Minsait presented its vision on the role that artificial intelligence (AI) agents can play in automating processes, improving operational efficiency and optimizing the customer experience.
In this context, Francisco Javier Martínez Herrera, head of Business, Data and AI analysis at Tech Operations (Indra Group), explained in the talk From opportunity to impact: the method to scale processes with AI and RPA how automation is evolving from models based on robots (RPA) towards approaches supported by AI agents capable of analyzing information, making decisions and coordinating complete processes, an evolution that Minsait considers key for the future of the sector.
From traditional automation to intelligent orchestration with AI
While robots replicate actions within systems to automate repetitive tasks, AI agents provide an additional layer of intelligence, as they can analyze context, evaluate different options, and determine how the workflow should continue.
In this sense, Martínez explained that this new approach allows us to move from the automation of isolated tasks to the intelligent orchestration of complete processes within organizations. According to the expert, and in line with Minsait’s vision, the key is not only to incorporate new technologies, but to redesign business processes to identify which tasks can be automated and which business indicators you want to improve with their implementation.
Applications of agentic AI in the retail sector
The retail sector presents multiple opportunities to apply this type of solutions, especially in environments where operational efficiency and customer experience are critical factors. Among the use cases that Martínez has analyzed, the employee training and onboarding processes stand out, where agents can act as digital trainers capable of guiding new workers, resolving doubts in real time and adapting training content to each profile, a line in which Minsait already works with different organizations.
Likewise, intelligent agents can optimize customer service and incident management by analyzing requests, prioritizing them, and automatically directing them to the corresponding area. In addition, they can reinforce commercial processes through virtual assistants that accompany the customer during the purchasing process or in the post-sales phase. Likewise, these solutions are applied to processes such as ticket management, document validation, exploitation of operational data or support in customer service centers, helping to streamline tasks and improve decision making.
Impact on operational and business efficiency
According to Minsait’s experience in intelligent automation projects, the implementation of this type of solutions allows us to reduce operating costs and free employees from repetitive tasks so that they can focus on higher-value activities. “Before incorporating artificial intelligence, it is essential to understand the process well, identify which tasks can be automated and which business indicators you want to improve. At Minsait we apply a structured methodology – from the identification and prioritization of opportunities to the design, development, deployment and measurement of impact – that allows processes to be scaled with AI and RPA and ensure that automation generates real value for the business in an agile and sustainable way,” Martínez pointed out.
The expert has also highlighted that one of the main challenges for the adoption of these technologies is the cultural change within organizations. In this sense, he has defended that artificial intelligence should be understood as a support tool that allows improving decision-making and strengthening the work of professionals, not as a substitute for human talent, an approach that Minsait also shares in its projects.
Artificial intelligence and data, key for retail
In addition to this intervention, Arancha Pérez-Navarro, director of Retail, Consumer & Pharma at Minsait, and Luis Flores, digital director at Gioseppo, have talked about the application of artificial intelligence and data analysis in the retail sector in the presentation entitled Omnichannel Retail powered by AI: connecting data and channels. AI as a strategic asset for the sector, highlighting Minsait’s role in the evolution of the digital ecosystem.
Intelligent agents can optimize customer service and incident management by directing them to the corresponding area
Likewise, María Fernanda Fernández Baña, business director of business management solutions and Data Cloud in Tech Operations (Indra Group), presented the presentation The views of SAP Business Data Cloud in retail, in which she analyzed how the integration of data, cloud platforms and solutions such as SAP ERP Cloud or SAP Joule allows companies to face challenges such as the volatility of the supply chain, the evolution of the digital customer or the increase in operating costs.
Finally, Víctor Querentes, SAP solutions manager in Tech Operations, presented the presentation SAP ERP Cloud + AI + Accelerators: Indra Group’s vision of retail, in which he explained how platforms such as SAP Business Data Cloud allow business data to be unified in the cloud to facilitate analysis and decision making, an area in which Minsait continues to strengthen its value proposition.
