From Customers to Machine-Customers: Quantum Negotiation and CRM for Autonomous Commerce – A Systematic Literature Review

Abstract The convergence of quantum computing and artificial intelligence presents transformative opportunities for autonomous commercial interactions through machine-customers and quantum negotiation frameworks. This systematic literature review addresses critical research gaps in understanding quantum-enhanced autonomous commerce systems. The research importance lies in the emerging paradigm shift from human-centric to machine-driven commercial interactions, with quantum computing enabling exponential improvements in negotiation optimization. Research gaps identified include the absence of unified theoretical frameworks connecting quantum computing with autonomous commercial entities and limited empirical studies on quantum negotiation implementation. Research objectives encompass developing conceptual frameworks for machine-customers, analyzing quantum negotiation theoretical foundations, and identifying implementation challenges for quantum-accelerated commerce. Research methodology employs PRISMA systematic review guidelines, analyzing 150 peer-reviewed publications from 2020–2025, supplemented by quantitative bibliometric analysis and thematic content analysis. Research findings reveal quantum algorithms achieve 98–99% optimization efficiency compared to 85–90% for classical approaches, with machine-customers demonstrating superior decision-making capabilities. Research implications indicate fundamental transformations in customer relationship management, requiring new theoretical frameworks for machine-to-machine commerce and quantum-enhanced business process optimization.