Transcript
Commerce has undergone significant evolution.
Consumers now demand shopping experiences across diverse platforms, from TVs to voice assistants, significantly increasing the complexity of seamless commerce delivery.
To address these evolving demands, we have launched KIBO Agentic Commerce, a unified AI powered platform designed for seamless agent driven experiences.
KIBO’s multi agent approach delivers commerce focused solutions, pretrained for targeted use cases, ensuring immediate impact.
These agents are designed for seamless deployment, requiring no additional design or enablement, and leverage our composable API driven architecture.
KIBO agents are designed with distinct functionalities.
Engage agents facilitate multichannel customer interactions, including chat, text, email, and voice.
Configure agents automate complex and repetitive tasks, such as promotion creation and product description generation.
Explain agents provide contextual information from data interpretation to code generation.
The tune function, a more advanced feature, will be introduced in a future release.
Our agent roadmap is strategically segmented across commerce, OMS, and hybrid functionalities.
Shopper and CSR agents will be prioritized initially, followed by the deployment of explain and configure agents throughout the remainder of the year. The tune function will be integrated into these agents in the subsequent year.
Notably, our comprehensive OMS focused agent development differentiates us from competitors with a broader platform approach.
Now let’s take a closer look at how Aginta Commerce works to assist customers as a shopper agent.
Let’s say we have a customer, Tom, who is seeking a new hiking jacket for an upcoming hike. He needs something both waterproof and lightweight.
In a typical online store, Tom might find himself sifting through countless options, struggling to distinguish features, and potentially abandoning his search if he can’t quickly get answers to his questions.
KIBO Agentic Commerce, built exclusively for online storefronts with a results focused approach, is designed to prevent such friction, delivering revenue driven outcomes through its dedicated roadmap of industry specific use cases.
With Agentic Commerce, Tom’s experience is streamlined from the moment he lands on the site. As he types his request, something like, I’m looking for a lightweight and waterproof hiking jacket, the agent instantly understands what he needs. It can then present him with a list of relevant choices, like the men’s lightweight waterproof hiking jacket and the men’s ultralight rain jacket, which features clickable links should he wanna see a product page.
This immediate filtering and display of relevant products enhances the shopping experience by directly addressing product inquiries and confirming availability, boosting cart conversions.
Should Tom have questions about the subtle differences between the two, the shopper agent can provide detailed feature comparisons, such as highlighting the lightweight waterproof hiking jackets being made of Gore Tex and being easy to pack, guiding him towards the optimal choice, all within a single interaction.
The agent can even handle his payment info and place the order on his behalf, all within the chat interface.
And the best part, Agentic Commerce offers instant deployment.
Pre trained for immediate impact, it operates seamlessly right out of the box, requiring no coding, training, or complex integration.
These intelligent agents extend beyond mere chat interactions, operating autonomously across all channels.
Right now, we’re illustrating their capabilities via chat, but their inherent nature is omnichannel with future enhancements enabling communication through email, text messaging, and even telephone calls.
Let’s consider a different scenario.
Tom has purchased the lightweight waterproof hiking jacket.
A few days later, upon receiving it, he finds it doesn’t fit as expected.
Instead of dealing with a potentially clunky return process, he can easily initiate a return through the same intuitive chat interface.
Agentic Commerce guides him through the necessary steps, providing pertinent information, and generating return labels if required.
In this case, Tom just needs a larger size, and the agent can handle that product exchange for him. And if he runs into any issues along the way or would just prefer to speak with a live associate, he can request that the agent transfer him to a customer service rep where the CSR can seamlessly pick up the conversation.
This straightforward handling of returns directly mitigates customer churn. By empowering agents to officially manage return requests, Agentic Commerce ensures Tom has a positive experience even when a purchase falls short of expectations, increasing the likelihood of future purchases.
Finally, consider a scenario where Tom has placed a buy online, pick up in store, or BOPUS, order for hiking boots to accompany his new jacket.
He wants to know if they’re ready for him to pick up. Instead of calling the store or searching through emails, he can simply ask the shopper agent, is my order ready for pickup?
Agentic Commerce follows up to make sure it has the correct order number, views the order fulfillment status, and provides him with a definitive answer regarding the readiness of his boots.
This automation of the frequently asked BOPIS questions significantly increases customer satisfaction.
By providing real time self-service access to this information, Agentic Commerce saves Tom valuable time and effort, making his overall shopping experience more convenient and efficient.
Furthermore, KIBO Agentic Commerce is naturally a composable and API driven architecture.
Its flat, standalone design allows for seamless integration via API, granting unmatched flexibility without any dependency on other KIBO solutions.
Initially, our agentic commerce offering features readily available solutions for well established use cases.
We are currently collaborating with a select group of key clients to develop comprehensive configurability options to enhance the Agintic Commerce capabilities and functionality.
In essence, KIBO Agentic Commerce revolutionizes how customers like Tom interact with online stores By intelligently understanding his needs, providing relevant product information, and seamlessly orchestrating both the purchase and post purchase journey, Agentic Commerce drives conversions, minimizes customer churn, and ultimately cultivates enduring customer loyalty.
One more thing to show in regards to the shopper agent setup.
We recognize that branding plays a major role for most retailers, so we’ve made it so that retailers can factor in a branding voice if they so choose.
Maybe you sell things like pirate flags or eye patches, and you want the agent to sound more like a seafaring bandit.
Or maybe you sell surfing equipment and want the agent to sound like they spend a significant amount of time at the beach?
For our purposes, we’ve just made our Mystic Sports agent a lot more friendly with heavy uses of emojis.
There are a lot of different ways retailers can position voicing, which helps to support retailer branding and keep shoppers more engaged.
We’re also working on getting Agentic Commerce into the KIBO UI, and the first step of that is as an order assistant within the KIBO orders menu.
CSRs will have Agentic assistance to look up and find order details, check order and shipment statuses, create or edit orders, and build refunds, exchanges, or customer appeasements.
Again, throughout the remainder of the year, we will release productivity agents with configure and explain functionalities and integrate product recommendations and to engage agents.
Next year, we plan to introduce the tune function, incorporating brand voice and stylistic customization.