Overview

What is ACI?

ACI (Agentic Commerce Interface) is an AI-powered conversational commerce layer built on Infosys Equinox. It lets shoppers interact with any connected commerce store entirely in natural language — browsing products, managing orders, handling subscriptions, and raising support cases — without navigating traditional category trees or form-based flows.

Shoppers interact through a single chat widget embedded on the storefront. Responses, product cards, cart updates, and order confirmations stream to the widget in real time as the AI works.

Attribute Detail
Deployment AWS, fully managed by the Infosys Equinox team — no client-side infrastructure setup required
Connected commerce platforms Equinox Cloud, Shopify, Salesforce Commerce Cloud
Interaction surface Embedded chat widget on the storefront; MCP server for AI client integrations (Claude, ChatGPT)
Data freshness Live — prices, stock, and order status are always fetched in real time, never cached

Onboarding at a Glance

New tenants go live in eight steps, all completed inside the ACI Admin Console with no code changes:

Step What happens Where
1 Create the tenant Tenant Management
2 Connect the commerce store Tenant Management → Edit
3 Load the product catalog Discovery Studio → Data Ingestion → Catalog Import
4 Add product intelligence (PIPs) Discovery Studio → Data Ingestion → PIPs
5 Set up support content Support Studio → Documents
6 Configure agent behaviour Discovery / Subscription / Support Studios
7 Invite the team Tenant Management → Users
8 Test in the live playground ACI Chat (Live Playground)

Full step-by-step instructions, field references, and screenshot placeholders are in Section 4.1 — Tenant Setup & Onboarding.

How It Works — Architecture

When a shopper sends a message, it travels from the widget to the ACI gateway over a secure WebSocket connection. The gateway passes the message to the agent runtime, where a Supervisor Agent reads the message, determines intent, and routes it to the right specialist agent.

The specialist agent executes its pipeline — searching the product catalog, querying the commerce platform, retrieving order or subscription data — and streams the response back through the gateway to the widget. The widget renders the text response alongside a contextual panel (product grid, cart, order detail, etc.) populated by structured data from the agent.

Shopper → Widget → ACI Gateway → Supervisor → Specialist Agent → Commerce Platform
                                                       ↓
                                              Product / Order / Support data
                                                       ↓
                              Response streams back to Widget in real time

Note: ACI is deployed on AWS and managed entirely by the Infosys Equinox team. No infrastructure setup is required from the client side.

The Agent Swarm

Every shopper message is handled by the Supervisor, which routes it to the right specialist. Each specialist owns one domain and runs its own dedicated pipeline.

Agent Domain Key responsibilities
Supervisor Routing & coordination Reads intent, routes to specialists, handles multi-intent messages and mid-conversation handoffs
Discovery Product search & recommendations Concern-based search, occasion matching, ingredient awareness, ranked product responses
Order Cart & order management Add/remove items, apply promotions, checkout, order history, cancellation
Subscription Standing order lifecycle Create, pause, skip, change frequency/quantity/product, cancel with retention flow
Support Post-purchase queries Returns, refunds, tracking, warranty, support ticket creation and tracking

Detailed capability coverage for each customer-facing agent is in Section 2 — Agent Capabilities.

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