Production AI agent programs for enterprise leaders

Problem. Order-status and returns demand triples at peak, forcing seasonal hiring that never pays back.

Agent design. Agentforce service agents call OMS and commerce APIs to track, cancel, reship and refund within policy limits, with voice fallback on Amazon Connect and a single context handoff to a human.

Outcome. Order and returns work is completed by the agent across web, app and voice — not deflected to a form.

Acts in. OMS · Commerce platform · Payments

Problem. Markdown and replenishment decisions across thousands of SKUs are analyst-bound, so margin leaks on the long tail nobody has time to review.

Agent design. Agents monitor sell-through and inventory position, propose markdown and replenishment actions with rationale, and execute in the planning system once the buyer approves.

Outcome. Every SKU gets a decision, not just the top sellers, with buyers holding the approval.

Acts in. Merchandising / planning · Inventory · Pricing

Problem. Keyword retrieval misses intent on long-tail demand, capping conversion for both site search and any shopping agent built on it.

Agent design. Semantic index over the catalog with LLM re-ranking, merchandising rule injection and an evaluation loop tuned on conversion signal.

Outcome. Shopping agents and site search resolve intent rather than matching strings. Merchandising rules cap what the agent can promote, and pricing exceptions escalate to a buyer.

Acts in. Product catalog · Merchandising rules · Search and ranking

Problem. High-volume vendor invoices need PO matching and GL coding across thousands of suppliers, and late payment costs discounts.

Agent design. Agent extracts invoice data, performs three-way match against PO and receipt, codes to the GL and posts within tolerance, queueing only real exceptions with a coding recommendation.

Outcome. Matched invoices post touchless and early-payment discounts stop lapsing. Exceptions above tolerance escalate to AP for human approval before posting.

Acts in. ERP · Procurement / PO · Vendor master

Problem. Slow refunds damage repeat purchase, while loosening controls invites return fraud loss.

Agent design. Agent processes returns across OMS, payments and fraud screening, posts refunds within policy limits and escalates suspected abuse for human review.

Outcome. Refunds settle faster with fraud controls intact and fewer manual touches per return.

Acts in. OMS · Payments · Fraud screening

Problem. Procurement requests and status chasing run through fragmented email and ticketing, extending cycle time on every purchase.

Agent design. Kore.ai process agent captures structured intake, checks PO status in ERP, routes approvals against spend thresholds and pushes vendor updates back conversationally.

Outcome. Requests complete without stakeholders chasing teams across systems.

Acts in. ERP / PO · Approval workflow · Vendor master

Problem. Order, returns and loyalty demand spikes at peak and forces seasonal hiring that erodes service margin.

Agent design. Kore.ai agent executes order changes, returns, refunds and loyalty adjustments across OMS, loyalty and payment systems, handing off with full order context when needed.

Outcome. Shoppers resolve issues in channel and peak volume no longer sets the headcount plan. Refunds beyond policy limits and repeat complaints escalate to a live agent.

Acts in. OMS · Loyalty · Payments

Problem. Associate time on the sales floor is the scarcest retail resource, and stock lookups and transfer requests consume it.

Agent design. Kore.ai agent answers inventory queries conversationally, initiates transfers with manager approval and alerts on shipment delays affecting the store.

Outcome. Associates stay with customers instead of navigating inventory systems.

Acts in. Inventory · Store transfer / logistics · Task management

Problem. Swaps, absences and shift questions pull managers off the floor and leave shifts unfilled at the worst trading hours.

Agent design. Mobile agent processes swap and availability requests against WFM rules, surfaces qualified cover and executes the change once the manager approves in-flow.

Outcome. Frontline staff self-serve scheduling changes and shifts fill faster.

Acts in. WFM · Time and attendance · Manager approvals

Problem. Access requests queue for manual approval while leaver entitlements linger, costing productivity at one end and audit exposure at the other.

Agent design. Agent interprets the request, checks role-based entitlement policy, grants within policy, routes exceptions for approval and revokes automatically on leaver events.

Outcome. Employees get the right access sooner and security sees fewer standing entitlements.

Acts in. IAM · HRIS · Entitlement policy

Problem. Delivery exceptions, failed payments and lapsing memberships generate inbound cost and churn that a timely message would have prevented.

Agent design. Event-triggered outbound agents message customers across SMS, app and voice, resolve the task in the thread and escalate only when the customer asks for a person — consent-aware and quiet-hours compliant.

Outcome. Issues settle before the customer calls, protecting both revenue and inbound capacity.

Acts in. OMS · Payments and billing · Consent and messaging

Problem. Order, invoice and supplier exceptions cross four teams, and no single automation owns the end-to-end outcome.

Agent design. A supervisor agent decomposes the case and delegates to specialist agents for matching, dispute drafting and supplier follow-up, with approval gates on financial actions.

Outcome. Exceptions clear end to end instead of hopping between queues, and finance keeps approval control.

Acts in. ERP · OMS · Supplier portals