AI agents for e-commerce and D2C: the service, inventory, and marketing work that runs every day
KOI AI deploys governed agents inside the commerce platform, helpdesk, and messaging tools an e-commerce or direct-to-consumer brand already runs: customer-service triage with drafted replies, returns and exchanges routed to approval, order and shipping status answers, inventory sync with reorder alerts, and first drafts of product and email content in the brand's voice. Refunds, credits, and anything above a threshold go to a person, and every action is recorded.
What agents do in e-commerce and d2c
Customer-service triage and drafted replies
Classifies inbound tickets and messages, answers the routine ones, and drafts replies for the rest.
Returns and exchanges to approval
Checks eligibility, prepares the resolution, and routes refunds and credits above a threshold to a person.
Order and shipping status
Answers where-is-my-order questions from the commerce and fulfilment systems, on every channel.
Inventory sync and reorder alerts
Keeps stock levels consistent across channels and drafts reorders for approval.
Content first drafts
Product descriptions, email campaigns, and review responses drafted in the brand's voice for a person to approve.
The systems agents work in
- ◆Shopify or another commerce platform
- ◆Helpdesk
- ◆Email and SMS
- ◆Inventory and 3PL
- ◆Email and advertising platforms
Approval and risk controls
- ◆Refunds, credits, and exceptions above a threshold wait for a person.
- ◆Brand-voice guardrails and approved content blocks, so nothing off-brand reaches a customer.
- ◆No advertising or marketing spend is changed by an agent.
- ◆Every action is recorded on the accountability ledger.
What an engagement is measured on
- ◆First-response time
- ◆Tickets resolved without escalation
- ◆Return cycle time
- ◆Stockout rate
- ◆Content turnaround
What agents do not do here
- ◆Angry or unusual cases escalate to your service team. The agents handle the routine volume.
- ◆Results depend on the helpdesk and commerce platform APIs available.
- ◆Brand voice needs examples to learn from. The prototype shows you the voice before you commit.
No published case study yet
KOI's published specialty-retail case study covers the forecasting, replenishment, and vendor agents that e-commerce engagements share. A dedicated e-commerce case study will be published when a client approves it.
All published case studies →- AI Readiness Assessment →
2 weeks
- AI Agent Implementation →
4–8 weeks to the first production agent
- Fractional AI Officer →
Ongoing, monthly
Questions from e-commerce and d2c buyers
Can the agent issue refunds?
Only below the threshold you set, and every one is recorded. Anything above it, and every exception, waits for a person.
Will customers know they are talking to an agent?
That is your call and your policy. The agents can identify themselves, and anything that needs a person is handed to one.
Which commerce platforms do you work with?
Shopify and the other platforms with an API, plus your helpdesk, messaging, and fulfilment tools. The scoping week confirms the integrations for your stack.
One process in your business, two business days.
Describe the task. Get a working agent before you spend anything.
Take the free assessment →