The next hurdle for AI agents: getting websites to let them in
Personal AI agents, like Meta’s Muse, Instinct, ChatGPT’s Dots, and others, are kicking off a new wave of consumer AI that involves more than just responding to queries. These AI agents can actually get things done on users’ behalf, like booking flights, making dinner reservations, ordering groceries, and more, all without having to be technical enough to set up OpenClaw or some other agent on your own computer. But consumers adopting these agents are often running into issues when the website on the other end of their request blocks the AI from completing the job. Most recently,Amazon began blocking Meta’s Muse AI agentfrom its retail site, meaning that the agent could no longer browse or make purchases from its product catalog. However, the problem is not limited to Amazon or Muse. User complaints across social media indicate their agents are often running into similar blocks. Some of these are intentional, like Amazon’s, while others are the result of websites’ traditional anti-bot measures designed to protect against spam and malicious activity. What’s not clear to the end user is whether or not the block is accidental on the website owner’s part, which leaves them frustrated with both the service provider or retailer and the agent trying to facilitate the transaction. For instance, TechCrunch has seen ahandfulofcomplaintson social media claiming that Muse couldn’t complete a purchase on Walmart’s retail website. (NBC also reportedthat this was a problem Walmart had faced in its tests of the AI agent.) But a spokesperson for Walmart told us these weren’t intentional. In fact, Walmart is partnered with Muse, as wasannounced at Meta’s Connect developer conferencein September. The company said it wants to be where its customers are, and that now includes being available through AI agent experiences. The issue that Walmart customers often appear to be running into (see below) is that the website presents a button that has to be clicked to verify the visitor is human. If that experience is interrupted, the check could fail, and the agent gets booted out. It’s an indication that the current technology we use to verify humans and keep websites safe from spam and bots may not be the best fit for the agent-first era of the web we’re now moving into. To address this problem, industry partners including Meta, Walmart, Stripe, Sierra, Genesys, Rocket, NiCE, and Decagon have begunworking on an open standardthat would dictate how AI agents can communicate with businesses, helping to separate the good bots acting on behalf of the user and the bad. This protocol will be specifically focused on agent-to-agent communication for the purposes of online commerce, Meta said in ablog post. This is frustrating.@Walmartin their attempt to stop agent from making purchases has gone too far and is essentially blocking actual human from making purchase on their website. I tried to purchase something directly and I can't even sign in.pic.twitter.com/CRAgkrCCa0 In the meantime, consumer confusion abounds. Although Walmart is at least trying to be accessible via AI agents, other companies aren’t so keen on the idea or haven’t fully embraced the technology. For example, flight booking is currently one of the main use cases being positioned for agents, but many people have reported issues with airlines rejecting their agents’ requests. Delta, for instance, told us that the company is taking steps to protect customers from unauthorized automated activity, and that if it were to open up to AI agents, it would have to be done with “security and the customer experience in mind.” “While Delta does not currently have a partnership or integration that enables a third-party AI agent to shop for or book Delta flights on a customer’s behalf on our digital platforms, we’re continuing to evaluate how new technology, including external AI agents, could enhance the way customers engage with Delta,” said Delta’s general manager of Global Communications, Heena Chavda, in response to our questions about whether or not it was blocking agents, as some users complained. United was not quite as direct as Delta, but a spokesperson pointed us to the part of its Terms of Use policy, which says that the user agrees “not to use any robot, spider, other automatic device, or manual process to monitor or copy this website or the content contained therein or for any other unauthorized purpose without United’s prior written permission.” (United didn’t respond to a follow-up question about whether it was blocking specific personal AI agents, like Muse.) Early adopters’complaintsacrosssocialmediahave referenced a number of brands that are reportedlyblockingAI agents,includingYelp,eBay,Zillow,Pizza Hut,Adidas,andvariousairlines. Some believe that the blocking activity seems to have recentlyincreased. A couple of people even said eBaysuspendedtheiraccountsbecause of their use of agentic AI. Another complained thatGoogle kicked out Instinctwhile it was cleaning up their Gmail inbox for them. Looks like@adidaswon't get my business tonight 😪pic.twitter.com/DXcPYE5S6O Despite the push to have agents book tables at restaurants and other tedious tasks, Yelp told us that it doesn’t permit non-human traffic on its platform unless the agent has paid to access Yelp’s content and data through itsdata licensing program. That means agents trying to use its site to get a quote, add a user to a waitlist, or book them a table will likely fail if they don’t have a formal partnership with Yelp. eBay told TechCrunch that its approach is not to prohibit all third-party shopping agents from completing purchases. Instead, its policies restrict unauthorized agents and actions, like automated scraping and model training. Adidas, Zillow, and Pizza Hut either didn’t respond or declined to provide a comment by the time of publication. One major company involved in this space is Cloudflare, which offers sites protection from AI agents that could be training on its data and managing other automated activity. SomesuspectthatCloudflare and other content delivery networks (CDNs) like it are currently disrupting Muse traffic. This isattributedto a change to crawler defaults on September 15, which allows site owners to block AI training while allowing other types of bots. Existing sites that were previously set to block AI bots for security reasons were then shifted to block AI agents on any pages that had ads. However, when we asked if Cloudflare had any insight into what was happening with the blocking of these personal AI agents, like Muse and others, the company said it didn’t have any specific data to share at this time. It pointed us instead to its free public data hub,Cloudflare Radar. The site shows the increase in bot activity (which Cloudflare has also commented on previously), but it doesn’t help differentiate between the good bots and the bad ones. Cloudflare also has a vested interest in mitigating AI traffic to websites, as itnow runs a marketplacewhere AI bots have to pay for the data they access. It recently began testinga new web browser built specifically for AI agents. Given the rapidly evolving space, Meta’s decision to form specific brand partnerships for Muse access seems to be the right way to go, as is its decision to focus on new standards. In doing so, it assures its customers that its agent, at least, is welcome at these partners’ sites — so any issues with access would be reportable bugs. Meta also maintains a list of “connectors” (a.k.a. partners) inside the Muse app, which continues to grow. Many of Meta’snewly announced partnershaven’t yet shown up in this list. But given Muse’s rapidexpansion, which now includespartnered tools for small businesses, a bigger reorganization of Muse’s connector list is likely soon to be underway. “Turning away a personal agent means turning away the customer behind it. We’d rather work with businesses to address the underlying concerns than see them lose that customer,” Meta said in its announcement about the newly announced plans to develop a standard. “There is a path that is good for users and good for businesses. It starts with clear norms, gives businesses more predictable control, and evolves toward a more efficient way for agents to work together.”
