Solutions / Retail & E‑commerce
AI agents for retail and e-commerce that resolve orders, returns and questions — not just chat.
AI agents for retail and e-commerce read a shopper's message, pull the live order, stock or policy from your systems, and resolve it — a 'where's my order', a return, a product question — instead of bouncing it to an FAQ.
We build them around Shopify, your helpdesk and your ERP, and ship the first one in weeks.
“Hi! The running shoes I got last week are too small. Can I send them back?”
- Channel
- Customer
- Matched by the order email
The agent pulls the order from the store and the delivery status from the carrier — it never answers from memory.
- Order
- #10482
- Item
- Running shoes, size 42
- Value
- €79.90
- Delivered
- 9 days ago
The policy says: returns within 30 days of delivery, unworn and in the original box. Refunds up to the set limit go ahead without a person.
- Window
- Day 9 of 30 — inside
- Condition
- Unworn — confirmed by the customer
- Value vs limit
- €79.90 ≤ €150 — automatic
The agent offers a size 43 or a refund, creates the return, books the pickup and updates the order in the helpdesk.
- Return
- RMA-2210 created
- Pickup
- Booked for tomorrow
- Order
- Updated, with history
Instead of step 4, not after it. If the window has passed, the item is worn or the value is over the limit, the case reaches your team already prepared, with the reason — and the customer is told a person will reply.
- When
- Only if the step 3 check fails
- For instance
- Another order, delivered 34 days ago — outside the 30-day window
- Routed to
- Support team
Fictitious data to explain the flow: the order, the policy and the limits are examples, not a client's data.
Where it usually breaks
- High “Where-is-my-order” ticket volume
- Low basket size / weak upsells
- Stock-outs and overstocking hurt margin
Case study· Portugal
A real example: two AI agents in production at Grupo Filtrarte
Grupo Filtrarte, a Portuguese home-solutions group with more than 30 years in the market and 200,000+ customers, routed leads from its digital campaigns to distributors by hand and collected post-service reviews the same way. We built two AI agents inside the tools the team already used — HubSpot, Outlook, WhatsApp and Google Sheets — with no new software to learn.
Lead verification now completes autonomously in 15 minutes, no leads are lost to slow manual routing, and lead volume can grow across European markets without operational pressure. Read the Filtrarte case study.
Published results
- 15 minLead verification cycle, fully autonomous
- 0Lost leads from slow manual routing
What are AI agents for retail and e-commerce?
AI agents for retail and e-commerce are software agents that handle the high-volume, rules-shaped work behind an online or omnichannel store: order and shipment status (the single biggest support question for most stores), returns and refunds, product and stock questions, and post-purchase follow-up — end to end, with a clean handoff to a person on the edge cases. They reason over your live commerce data, so the answer to 'where's my order' is the real tracking status, not a link to a help page.
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Whether you call it retail or e-commerce, it's the same engineering pointed at your store — part of the wider AI agent work we do and our customer-service agents, built around the stack you already run instead of a closed product.
Top use cases for AI agents in retail and e-commerce
Six workflows where an agent pays back first for an online store, an omnichannel retailer or a franchise network. Each reads live order, stock and policy data and acts in your systems, with a person on the edge cases.
Order & shipment status (WISMO)
Answers 'where's my order' from live data in Shopify, your OMS and the carrier — the highest-volume question in retail — in seconds, on any channel.
Returns, refunds & exchanges
Checks eligibility against your policy, issues the refund or RMA, books the pickup and updates the order — inside set limits, with anything above a threshold sent to a person.
See this flow in the exampleProduct & stock questions
Answers sizing, compatibility, availability and 'when's it back in stock' from your catalogue and inventory, and recommends alternatives when an item is out.
Post-purchase actions & proactive updates
Handles what happens after checkout — order changes, address corrections, cancellations within your rules — sends proactive shipping and delay updates before the customer asks, and runs the follow-up that drives repeat purchase.
Cart & checkout recovery
Answers the question blocking a checkout — shipping cost, delivery date, payment, returns policy — in the moment, so the basket converts instead of bouncing.
Peak & seasonal cover
Absorbs Black Friday and seasonal spikes at flat cost, 24/7, in the customer's language — the volume that otherwise needs temporary headcount.
Agents already designed for this sector. Each one is adapted to your stack before it goes live.
- Customer Support Chatbot
Resolve FAQs and issues automatically.
- Product Recommendation Agent
AI upsells every shopper in real time.
- Inventory Forecasting Agent
Reduce stock‑outs and overstocks.
- Customer Support Automation Platform
Automate support and drive revenue.
- Order Status Assistant
Reduce WISMO tickets instantly.
- Product Information Assistant
Instant product and order answers.
- Price Optimization Agent
Stay competitive and profitable.
Off-the-shelf store bot, custom agent, or a growing support team?
A standard store chatbot answers FAQs and deflects. A custom agent reads your live order and stock data and acts on it — and unlike a support team, its cost stays flat when volume spikes at peak season.
- What we build
Custom AI agent
Resolution-first
- Answers 'where's my order' from live data
- Yes
- Processes returns & refunds
- Yes
- Reads your catalogue & stock
- Yes
- Works web, WhatsApp, email & social
- Yes
- First response time
- Instant
- Holds up at Black Friday volume
- Flat
- Headline metric
- Resolution + CSAT
Store chatbot
FAQ / macros
- Answers 'where's my order' from live data
- No
- Processes returns & refunds
- No
- Reads your catalogue & stock
- Static
- Works web, WhatsApp, email & social
- One channel
- First response time
- Instant
- Holds up at Black Friday volume
- Flat
- Headline metric
- Deflection
Support team
Agents in a queue
- Answers 'where's my order' from live data
- Yes
- Processes returns & refunds
- Yes
- Reads your catalogue & stock
- Yes
- Works web, WhatsApp, email & social
- Yes
- First response time
- Minutes–hours
- Holds up at Black Friday volume
- Needs temps
- Headline metric
- Resolution + CSAT
Which AI agents manage post-purchase actions?
Actions the agent performs
- Order changes
- Address corrections
- Cancellations
- Returns
- Refunds
- Exchanges
- Delivery problems
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Post-purchase actions — order changes, address corrections, cancellations, returns, refunds, exchanges and delivery problems — are handled by an order-management agent connected to your store, your OMS and your carriers. It checks the order's real state, applies your policy, executes the action within limits you set (refunds below a threshold, for example) and routes everything else to a person with the case already prepared.
A helpdesk bot answers questions about these actions; an agent performs them. That's the difference to measure: resolution rate, not deflection.
Retail AI agents vs retail AI software
Retail AI software
Subscribed. One job, inside its own data model.
Retail AI agent
Built around your stack. One workflow across systems, and it acts on the result.
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Retail AI software is a product you subscribe to: a recommendations engine, a forecasting module, a chatbot inside your helpdesk. Each does one job inside its own data model. A retail AI agent is built around your stack and runs a workflow across it — reading the order in Shopify, the stock in your ERP and the tracking at the carrier — and acts on the result.
Most retailers need both. Keep the software that does its one job well, and put agents on the workflows that cross systems, where people today copy data between tabs.
Custom stores
AI agents for a custom e-commerce site, not just Shopify
Connects to
- Order database
- ERP
- Search index
- Helpdesk
- Messaging channels
- A read-only service when there's no API
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Plenty of retailers run a custom storefront, a headless setup or a B2B portal on top of an ERP. An agent doesn't need an app store: it connects to whatever exposes an API — your order database, your ERP, your search index — and to your helpdesk and messaging channels. When an order or stock system has no API, we put a small read-only service in front of it instead of scraping screens.
Beyond support: product data, stock and recommendation agents
Support is where most stores start, but the same engineering runs the catalogue and stock side of the business.
Product descriptions & catalogue enrichment
Drafts and normalises product descriptions, attributes and translations from supplier data for a merchandiser to approve, so new SKUs don't wait on copywriting.
Product recommendations & discovery
A shopping assistant that answers 'which one fits my case' from your catalogue and live stock, and suggests in-stock alternatives — see the product recommendation agent.
Inventory & stock levels
Forecasts demand per SKU and flags stock-outs and overstock before they hit sales — see the inventory forecasting agent.
Before you sign
Retail AI consulting: five questions before you hire anyone
Before you sign with anyone, us included, get a straight answer to these five questions.
Will they build and run it, or only advise?
A roadmap doesn't resolve a single 'where's my order'.
Who owns the code, prompts and model accounts?
You should. No per-seat licence, no lock-in.
How is it tested before it talks to a shopper?
An eval harness run against your past tickets, then launch behind a human review.
What does it cost to build and to run?
Get both numbers in writing. Ours, per agent: a one-off setup from €1,500, or a fixed monthly fee instead.
Where does customer data go?
Processors, region and retention under GDPR, known before the first order is touched.
What does an AI agent for an online store cost?
A first agent on one workflow — order status or returns — starts at €1,500, fixed price, delivered in about two weeks (~12 business days). Multi-step agents that act in your store, OMS and helpdesk start at €2,500 per agent. After launch you pay the model tokens, capped per run, with no per-resolution fee — so Black Friday volume doesn't change the price. Either option can also be paid as a fixed monthly fee instead of the one-off setup, with hosting, maintenance and tuning included — see packages and pricing.
- ✓One agent, one workflow
- ✓Eval harness included
- ✓2-week delivery
- ✓Multi-step workflows
- ✓Tool-use & integrations
- ✓Cost ceiling per run
- ✓Audit log on every field
- ✓On-prem or private cloud
- ✓HIPAA / GDPR posture
- ✓SLA & support
- 0130 minAssessment
30 minutes with a principal engineer. We map your workflow and find the highest-impact agent.
- 02~12 business daysPilot
One agent in production in ~12 business days. Fixed price.
- 03With every agentEvalsAutomated quality tests
Every agent ships with an eval harness (a suite of tests run against real cases) and a cost ceiling per run.
- 04OngoingRoll-out
Scaled across the operation, documented, handed over. No lock-in: the code and the accounts are yours.
AI agents for retail and e-commerce are autonomous software agents that handle support and operations for an online or omnichannel store end to end — order status, returns, product questions, post-purchase follow-up — by reading your live commerce data and acting in your systems, with a handoff to a person on the edge cases. Unlike a store chatbot, they can actually process the return or read the real tracking status instead of pointing at a policy page.
Yes — it's the same engineering whether you sell online, in-store, or both. For pure e-commerce the agent lives in Shopify or WooCommerce and your helpdesk; for omnichannel retail it also reads in-store inventory and click-and-collect. The workflows — order status, returns, product questions — are common to both.
Shopify, WooCommerce, Magento and your OMS/ERP on the commerce side; Zendesk, Gorgias, Intercom or Freshdesk on support; Stripe and your carriers for payments and tracking; web, WhatsApp, email and social as channels. Anything with an API or webhook connects — the agent joins your stack.
It absorbs the repetitive tier-1 volume — WISMO, returns, product questions — at flat cost, so your team handles the cases that need a person. We measure resolution rate and CSAT, not deflection: a realistic, well-scoped agent resolves the majority of routine contacts and routes the rest cleanly. Anyone quoting near-100% is quoting their easiest queue.
Two to four weeks for the first agent on one high-volume workflow, usually order status or returns, at a fixed price. Instead of the one-off setup, you can pay a fixed monthly fee per agent, with hosting, maintenance and tuning included. We prove it against your real tickets, launch behind a human, then widen scope. No per-resolution fee and no lock-in — your only variable cost is the model tokens.
A software agent in e-commerce is a program that notices what's happening in a store — a customer message, a new order, a stock change — decides what to do with rules or an AI model, and acts in the store's systems without a person driving each step. Today the useful ones handle order status, returns, product questions and catalogue updates, and hand anything unusual to a person.
Never let the model remember order details — make it look them up. The agent fetches the live order, tracking and policy at the moment it replies, quotes them from the source, and says it can't answer when a lookup fails instead of guessing. Every reply is logged with the data it used, and replies on refunds or exceptions start behind a human review.
Three kinds of provider: the AI features inside your helpdesk or store platform, agent platforms your team configures, and teams that build a custom agent and keep running it for you. We're the third: we build the agent on your store, OMS and helpdesk and, if you want, run it after launch (monitoring, eval updates, fixes). Per agent you choose a one-off setup from €1,500 or a fixed monthly fee. The code and the accounts stay yours.
Book your assessment.
Talk directly to a principal engineer.
No sales team.
No discovery workshops.
No procurement circus.
We scope, build and ship.
- Reply within one business day
- Engineer-led assessment
- Written proposal
- Lisbon · UK time zone
No commitment. Just an engineer.