Boosting Conversion & Customer Satisfaction through Agentic AI, with Council Member Michael Hughes

Agentic AI is rapidly moving from theory to practice: reshaping how modern retailers automate decisions, interact with customers, and scale operations. At this year’s eTail Palm Springs Conference, Retail AI Council member Michael Hughes, Founder and CEO of PlushBeds, will speak on a keynote panel on Tuesday, February 24th, 2026 exploring the most impactful use cases of agentic AI, highlighting how forward-thinking brands are already harnessing this technology to drive performance, efficiency, and customer engagement.

What Is Agentic AI, And Why it's the Next Frontier in Retail

Unlike traditional AI systems that simply respond to queries or support basic tasks, agentic AI can make decisions, take action toward goals, and operate autonomously across complex workflows. Within retail, this means agents can: 

• Enhance personalization with AI-driven recommendations, virtual assistants, and targeted promotions 

• Automate inventory tracking and forecasting in real time 

• Streamline product launches by analyzing sales, promotional, and shelf data 

• Coordinate store operations, workforce tasks, and supply logistics without intensive manual oversight 

As autonomous, task-capable AI systems become real business tools, adoption is accelerating. Nearly half (47%) of retail and CPG companies report either using or actively assessing agentic AI technologies — and one-fifth already have AI agents live in their operations. (Source: NVIDIA)

This shift represents a move from assistive tools to autonomous decision-making systems, transforming both customer-facing experiences and internal operations. 

How PlushBeds Is Putting AI to Work Today

Under Michael Hughes’s leadership, PlushBeds has embraced AI in ways that illustrate the early practical benefits of this technology: 

• Conversational Shopping with AI Agents: PlushBeds has implemented Alby, a generative AI shopping agent on its product pages that answers customer questions based on product data, reviews, and service transcripts, without manual scripting of responses. This tool engages roughly 15% of site traffic and has driven conversion rates up to five times higher than average for users who interact with it.  

• Ecommerce Efficiency and SEO: By helping customers find the right information fast, and operating around the clock, the AI agent has also reduced customer service inquiries and contributed to improved SEO and time-on-page metrics.  

This shift from assistive AI to autonomous, decision-support technology is already reshaping how retailers think about customer experience and operational scale. As Michael Hughes explains: 

“We have one type of customer: they want to know everything. And then we have the other one that says, ‘I don’t want a PhD in mattresses, just tell me which one is the most comfortable.’ Finding the balance on a PDP of how you can put all of that together and appeal to every customer is a difficult challenge.” 

On average roughly 15% of PlushBeds.com’s web traffic engages with Alby’s AI-generated questions — their conversion rate is on average 2.8%, which is about four to five-times higher than the average rate for shoppers who don’t use the tool, he said. (source: ChiefMarketer) 

PlushBeds’ early adoption showcases how even straightforward AI-powered tools can deliver measurable results across customer experience, conversion metrics, and operational load: key benefits that align with the broader promise of agentic AI. 

Beyond conversion lift and reduced customer-service volume, PlushBeds has also seen increased shopper engagement and longer time spent on product pages, which supports stronger search-engine visibility. The data generated through these interactions also provides early-journey customer-sentiment insights, helping the PlushBeds team identify information gaps, refine page layouts, and prioritize UX/UI improvements.

Join the Conversation at eTail

Don’t miss this opportunity to hear from Michael Hughes alongside industry leaders like Neelima Sharma (Lowe’s) and Rohit Nathany (Mejuri) as they spotlight the most popular and game-changing use cases of agentic AI in retail. 

Keynote: Making the Most of Agentic AI: A Look into the Most Popular Use Cases

Where: eTail Palm Springs Conference — Main Stage Keynote Panel 

When: Tuesday, February 24th, 2026 from 12:55pm – 1:25pm

View the full agenda.

Kick off eTail Poolside with Retail AI Council

Before the sessions begin, join us poolside to connect with fellow retail innovators and start the week in true Palm Springs style.  

Pool, cabanas, sunshine in winter — you know it’s a Retail AI Council party. Join host Doug Weich poolside at eTail Palm Springs for chilled cocktails, small bites, and upbeat conversation as we kick off the conference in sunny style. Come ready to relax, meet new faces, and swap bold ideas under the palms. 

When: Sunday, February 22, 2026

Time: 2:00 – 5:00 PM

Where: Poolside cabanas, eTail Palm Springs