Agent Capabilities

Orchestration — The Supervisor Agent

The Supervisor is the entry point for every message. It reads the shopper’s message, determines what they’re trying to do, and hands off to the appropriate specialist agent.

The Supervisor handles multi-intent messages — for example, “Add the serum to my bag and show me my points balance” — is split and routed to two agents in sequence. It also manages agent-to-agent handoffs mid-conversation as the shopper’s intent shifts.

Discovery Agent

The Discovery Agent handles product search, recommendations, and browse experiences. It goes beyond keyword matching — when a shopper asks for “something for dry, sensitive skin” or “a gift for my mum who has rosacea”, the agent draws on approved product intelligence (ingredients, formulations, concern data) to surface the most relevant products.

Each response returns a curated product set with slot-based layout — a Hero recommendation, supporting nudges, complements, and bundle suggestions — ranked according to the brand’s configured priorities (relevance, margin, social proof, newness, consumer affinity).

Personalised Product Discovery — query types understood

Active campaigns, seasonal rules, and new arrivals feed into ranking automatically.

Order Agent

The Order Agent manages everything from adding to cart through to order history. Shoppers can add or remove products, update quantities, apply promotions, proceed to checkout, track existing orders, and cancel open orders — all through natural language.

Cart & Checkout

Order Management

Shoppers can ask about past and current orders in natural language — “where is my order?”, “show me what I ordered last month”, “can I cancel my order?”. The agent reads live order data from the commerce platform, so status is always current.

Subscription Agent

The Subscription Agent manages the full subscription lifecycle for standing orders. Shoppers can create new subscriptions, skip a delivery, pause, change frequency, change quantity, swap a product, update delivery address or payment method, and cancel.

Cancellation goes through a retention flow by default — the agent offers alternatives (skip, pause, change frequency) tailored to the reason the shopper gives, before confirming a cancellation.

Support Agent

The Support Agent handles post-purchase queries using knowledge drawn directly from the brand’s policies, FAQs, and support documents. It resolves common queries — returns, refunds, tracking, damaged items, warranty — without escalation, following the brand’s configured workflows and tone.

For cases it cannot resolve, it raises a support ticket on the connected commerce platform and keeps the shopper informed through to resolution.

Cross-Agent Feature — Personalised Opener

When the chat widget loads, ACI displays a personalised greeting and suggested topics before the shopper types anything, adapted to what the platform knows about the shopper:

Revision History
2026-08-08 | JP – Created the page and added the content.