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Intelligent Product Journeys Connected to Operations
We design agents that help customers discover the right products, resolve order questions, coordinate returns, and monitor inventory — each one connected to your commerce and fulfilment systems, and each one operating inside permissions your team defines.
- Sector
- Commerce & Customer Experience
- Agents on this page
- 6 purpose-built agents
- Control
- Approval checkpoints and audit trail
Retail and e-commerce teams operate across more surfaces than ever: a storefront, marketplaces, social channels, email, and support inboxes — each generating questions that pull staff away from higher-value work.
The questions themselves are rarely novel. Does this fit? Where is my order? Can I return this? The answers exist, but they sit in a commerce platform, a PIM, a warehouse system, and a carrier portal that rarely talk to each other.
That fragmentation is where journeys break. A shopper who cannot get a sizing answer late at night abandons the basket. A support rep who has to open four systems to answer one tracking question resolves fewer tickets. A storefront showing stock the warehouse no longer holds produces the worst outcome in commerce: a confirmed order that cannot ship.
Alpha Expansion builds agents that sit across those systems — reading from live, approved sources, preparing actions for confirmation, and executing approved workflows within the permissions your team defines. Customers get faster answers, and your team keeps control of every order, refund, and record.
Where the work slows down
Repetitive Product Questions
Sizing, compatibility, materials, care — the same questions arrive every day, and every answer already exists in your product data, unreachable at the moment a customer asks.
Catalogue Complexity
Thousands of SKUs, variant matrices, and seasonal ranges make filter-based navigation a chore. Customers who cannot find the right product quickly assume it does not exist.
Abandoned Journeys
Shoppers leave at the exact moment a question goes unanswered — a delivery date, a returns condition, a specification — and rarely come back to ask it a second time.
Fragmented Order Support
Order status lives across the commerce platform, warehouse, and carrier. Answering "where is my order" means a support rep swivelling between systems while the customer waits.
Manual Return Handling
Every return means checking eligibility, generating a label, tracking the item back, and timing the refund — policy-bound steps that get handled case by case, by hand.
Inventory Uncertainty
When the storefront and the warehouse disagree, you either oversell stock you do not have or hide stock you do — and both cost real orders.
Six agents designed around this work
Product Discovery Agent
Turns a large catalogue into a guided conversation, narrowing thousands of SKUs to the handful that fit what a customer actually needs.
What it does
- Receives a customer's need in their own words and maps it to catalogue attributes — category, size, material, compatibility, price range
- Retrieves matching products from the PIM and commerce platform, filtered against live stock
- Prepares side-by-side comparisons of shortlisted items using specification data from approved product records
- Records which attributes drove each recommendation, giving merchandising a view of what customers actually ask for
Works in
- Commerce platform
- PIM
- Inventory
- Analytics
Recommendations come only from the approved catalogue — any product claim the agent cannot verify in the PIM is routed to a person rather than guessed.
Shopping Assistant
Supports customers through the pre-purchase journey, answering the questions that stall decisions and preparing the basket for them to complete.
What it does
- Checks size guides, delivery options, and promotion terms against current policy sources before answering
- Retrieves delivery estimates for the customer's location from the fulfilment system
- Prepares a basket or saved list from the customer's selections, left for the customer to review and complete
- Flags low-stock or discontinued items in a basket before the customer reaches checkout
Works in
- Commerce platform
- PIM
- Fulfilment
- Promotions engine
Checkout and payment stay entirely with the customer; the assistant prepares the basket but never places an order or handles payment details.
Order Support Agent
Resolves order-status and order-change questions by reading directly from the systems where the answers actually live.
What it does
- Receives an order number or account email and verifies it against the commerce platform before disclosing any detail
- Retrieves shipment events from warehouse and carrier systems and translates them into a plain-language status
- Prepares cancellation or address-change requests while the order is still inside the fulfilment window, queued for confirmation
- Routes damaged-item reports and payment disputes to your support team with the full order context attached
- Records every lookup and answer in the support platform so conversation history stays complete
Works in
- Commerce platform
- Warehouse management
- Carrier tracking
- Customer support
- CRM
Any change that alters an order — cancellation, address edit, resend — executes only through an approved, logged workflow, and payment disputes always go to a person.
Returns Agent
Coordinates the returns process from eligibility check to refund, keeping every step inside your published policy.
What it does
- Checks each request against the live returns policy — window, condition, category exclusions — before anything is promised
- Prepares the return authorization and shipping label through the fulfilment system for eligible items
- Updates the order record as the item moves from requested to received to inspected
- Routes final-sale disputes, missing-item claims, and unusual return patterns to a team member with the case history attached
Works in
- Commerce platform
- Fulfilment
- Warehouse
- Payments
- Customer support
Refunds execute under explicit authorization rules your team sets — automatic only where you allow it, human-approved everywhere else, and logged in every case.
Inventory Monitoring Agent
Watches stock across storefront, warehouse, and sales channels, and raises discrepancies before customers ever see them.
What it does
- Checks storefront stock counts against warehouse records on a schedule and flags divergence before it becomes an oversell
- Flags SKUs trending toward stock-out, naming the affected listings and sales channels
- Prepares reorder summaries for buying teams, grouped by supplier and lead time
- Routes anomalies that suggest a systems fault — negative stock, phantom SKUs — to operations instead of adjusting figures itself
Works in
- Inventory management
- Warehouse
- Commerce platform
- Marketplace channels
- Analytics
This agent reports and flags; stock adjustments and purchase orders remain human decisions, taken from the summaries it prepares.
Customer History Agent
Assembles each customer's full history so every conversation — human-led or agent-led — starts with complete context.
What it does
- Retrieves order history, return record, and prior conversations from the CRM and support platform when a customer makes contact
- Prepares a context brief for whichever agent or team member handles the conversation next
- Checks loyalty tier and customer-level policies before any answer is given
- Records new preferences and consent choices back to the CRM under your retention rules
Works in
- CRM
- Customer support
- Commerce platform
- Analytics
Customer data is retrieved for the conversation at hand and nothing more — profile changes beyond routine updates are confirmed with the customer before they are written.
One request, end to end
Need Understood
A customer describes what they are looking for in their own words, and the agent maps it to catalogue attributes.
Catalogue Filtered
The agent queries the PIM and commerce platform, narrowing thousands of SKUs to relevant, in-stock candidates.
Context ExplainedA person decides
Specifications, sizing, compatibility, and policy details are drawn from approved product records and explained plainly.
Availability Checked
Live stock and delivery estimates are verified against inventory and fulfilment systems before anything is promised.
Next Step Prepared
The agent prepares a basket, a saved list, or a support action — always for the customer or a team member to confirm.
Systems UpdatedA person decides
Confirmed actions write back to the commerce platform and CRM through approved, logged workflows.
Fulfilment Visible
Order and shipment status stays available to the customer, pulled from warehouse and carrier systems on request.
Connected to the systems that run the work
01Commerce platforms
- Shopify
- BigCommerce
- WooCommerce
- or a custom storefront
02Product information management
- Akeneo
- Salsify
- or catalogue data held in your commerce platform
03Inventory and warehouse
- NetSuite
- Cin7
- Unleashed
- or a dedicated WMS
04Fulfilment and shipping
- ShipStation
- ShipBob
- or direct carrier APIs
05CRM and customer support
- HubSpot
- Salesforce
- Gorgias
- Zendesk
- or a custom helpdesk
06Payments and analytics
- Stripe
- Adyen
- GA4
- or your existing data warehouse
Governed From Catalogue to Checkout
In commerce, a wrong answer has a price: an oversold item, a refund outside policy, a delivery promise you cannot keep. Every agent we build answers product, stock, delivery, and policy questions only from live, approved sources — never from memory. Payment and refund operations execute solely under explicit authorization rules your team defines, with every action attributable and reviewable.
- Role-based permissions on every system connection
- Approval checkpoints for refunds, cancellations, and order changes
- Product, stock, and delivery answers drawn only from live approved sources
- Payment and refund operations gated by explicit authorization rules
- Complete audit trail of every lookup, answer, and write-back
- Customer data boundaries with retention and consent enforced
- Evaluation suites built from real catalogue and policy cases
- Ongoing monitoring of answer accuracy and escalation patterns
- Safe fallback to a team member when confidence drops
From first workshop to launch
Discovery and product architecture
Map the user journeys, workflows and technical priorities.
UX/UI design and prototype
Define the interface system, key screens and clickable flows.
Development and integrations
Build the frontend, backend and integrations.
Launch, optimisation and scaling
Improve the platform through analytics and feedback.
Questions, answered
Through the platform's official APIs, using scoped credentials your team issues. Read operations — catalogue, stock, order status — are kept separate from write operations like order updates or return authorizations, and every write path is an explicitly approved workflow. The same pattern applies to BigCommerce, WooCommerce, or a custom storefront.
Only within authorization rules you define. Most teams allow automatic execution for clearly eligible, low-value cases and route everything else through a human approval step. Either way, each refund is checked against your returns policy first and recorded in a full audit trail.
Customer records stay inside your systems. An agent retrieves what a specific conversation needs from your CRM or support platform, uses it for that interaction, and writes updates back under your retention and consent rules. We define the data boundary with you before anything is built, and nothing is repurposed beyond it.
With one high-volume, well-bounded workflow — order status and returns are the usual candidates, because the policies are already written down and the volume is measurable. We map that workflow end to end, agree the approval points, and evaluate the agent against real cases before it ever faces a customer.
Map One Retail Workflow
Pick the workflow that consumes the most of your team's day — order status, returns, or product questions — and we will map it with you: the systems it touches, the data it needs, where approval sits, and where a person stays in the loop. From there, you will know exactly what an agent can carry and what it should not.