The AI Operating System for Ecommerce
The AI Operating System for Ecommerce
Powering the best ecommerce customer experiences in the world.
Powering the best ecommerce customer experiences in the world.
The DG LLM
Multi-agent architecture
Combining a unique dataset of ecommerce customer conversations with proprietary LLM-based AI architecture to resolve customer queries.
Summary sentence from Attila
Why it matters
Hybrid AI: Specialist LLMs + Approved workflows
Hybrid AI: Specialist LLMs + Approved workflows
Hybrid AI: Specialist LLMs + Approved workflows
You need different tools for different customer queries. Some are best handled by LLM agents, some by approved workflows, and some by both. Our hybrid approach means our AI chooses the right tools at each step of the journey, while keeping conversations on track and aligned with your business rules.
You need different tools for different customer queries. Some are best handled by LLM agents, some by approved workflows, and some by both. Our hybrid approach means our AI chooses the right tools at each step of the journey, while keeping conversations on track and aligned with your business rules.
Building blocks
Understanding every customer, every time
Understanding every customer, every time
Our AI Engine extracts the right signals from every conversation — intent, emotion, and visual context — before taking any action.
Visual Defect Detection
With image recognition, assess customer pictures to detect product damage and flaws — automatically, at scale.
Where is my order?
Dazzle Studios
• AI Agent
Looks like your earrings have left the warehouse. It should reach you in about three days, by the 23rd.
Emotion Detection
Sentiment analysis recognises the emotion behind customer messages, so responses are calibrated to match the moment.
I want to start a return
Milo
• All Saints AI Agent
Sure. I can see you’ve placed multiple orders in the last 30 days. Which item(s) do you want to return?
Voice Detection
Understand what customers are saying in their own words, and respond with natural-sounding AI voice.
12
Dreamwear
online
Today
How much is shipping to UK?
11.00
Shipping to the UK costs £3.99 for orders under £15.95. If your order is £15.95 or more, shipping is free! 🎉
11.01
Intent Detection
Our LLM is trained specifically on ecommerce interactions to understand customers in their own words — not just keywords.
00:00:05
“Hi, I accidentally ordered the black T-shirt but meant to get the blue one. Can you change it?”
00:00:10
“Sure, no problem. I can still amend it since it was placed less than an hour ago. Just to confirm, you want the blue Essentials T-shirt, right?”
Visual Defect Detection
With image recognition, assess customer pictures to detect product damage and flaws — automatically, at scale.
Where is my order?
Dazzle Studios
• AI Agent
Looks like your earrings have left the warehouse. It should reach you in about three days, by the 23rd.
Emotion Detection
Sentiment analysis recognises the emotion behind customer messages, so responses are calibrated to match the moment.
I want to start a return
Milo
• All Saints AI Agent
Sure. I can see you’ve placed multiple orders in the last 30 days. Which item(s) do you want to return?
Voice Detection
Understand what customers are saying in their own words, and respond with natural-sounding AI voice.
12
Dreamwear
online
Today
How much is shipping to UK?
11.00
Shipping to the UK costs £3.99 for orders under £15.95. If your order is £15.95 or more, shipping is free! 🎉
11.01
Intent Detection
Our LLM is trained specifically on ecommerce interactions to understand customers in their own words — not just keywords.
00:00:05
“Hi, I accidentally ordered the black T-shirt but meant to get the blue one. Can you change it?”
00:00:10
“Sure, no problem. I can still amend it since it was placed less than an hour ago. Just to confirm, you want the blue Essentials T-shirt, right?”
Visual Defect Detection
With image recognition, assess customer pictures to detect product damage and flaws — automatically, at scale.
Where is my order?
Dazzle Studios
• AI Agent
Looks like your earrings have left the warehouse. It should reach you in about three days, by the 23rd.
Emotion Detection
Sentiment analysis recognises the emotion behind customer messages, so responses are calibrated to match the moment.
I want to start a return
Milo
• All Saints AI Agent
Sure. I can see you’ve placed multiple orders in the last 30 days. Which item(s) do you want to return?
Voice Detection
Understand what customers are saying in their own words, and respond with natural-sounding AI voice.
12
Dreamwear
online
Today
How much is shipping to UK?
11.00
Shipping to the UK costs £3.99 for orders under £15.95. If your order is £15.95 or more, shipping is free! 🎉
11.01
Intent Detection
Our LLM is trained specifically on ecommerce interactions to understand customers in their own words — not just keywords.
00:00:05
“Hi, I accidentally ordered the black T-shirt but meant to get the blue one. Can you change it?”
00:00:10
“Sure, no problem. I can still amend it since it was placed less than an hour ago. Just to confirm, you want the blue Essentials T-shirt, right?”
Building blocks
Understanding every customer, every time
Our AI Engine extracts the right signals from every conversation — intent, emotion, and visual context — before taking any action.
Visual Defect Detection
With image recognition, assess customer pictures to detect product damage and flaws — automatically, at scale.
Where is my order?
Dazzle Studios
• AI Agent
Looks like your earrings have left the warehouse. It should reach you in about three days, by the 23rd.
Emotion Detection
Sentiment analysis recognises the emotion behind customer messages, so responses are calibrated to match the moment.
I want to start a return
Milo
• All Saints AI Agent
Sure. I can see you’ve placed multiple orders in the last 30 days. Which item(s) do you want to return?
Voice Detection
Understand what customers are saying in their own words, and respond with natural-sounding AI voice.
12
Dreamwear
online
Today
How much is shipping to UK?
11.00
Shipping to the UK costs £3.99 for orders under £15.95. If your order is £15.95 or more, shipping is free! 🎉
11.01
Intent Detection
Our LLM is trained specifically on ecommerce interactions to understand customers in their own words — not just keywords.
00:00:05
“Hi, I accidentally ordered the black T-shirt but meant to get the blue one. Can you change it?”
00:00:10
“Sure, no problem. I can still amend it since it was placed less than an hour ago. Just to confirm, you want the blue Essentials T-shirt, right?”
Visual Defect Detection
With image recognition, assess customer pictures to detect product damage and flaws — automatically, at scale.
Where is my order?
Dazzle Studios
• AI Agent
Looks like your earrings have left the warehouse. It should reach you in about three days, by the 23rd.
Emotion Detection
Sentiment analysis recognises the emotion behind customer messages, so responses are calibrated to match the moment.
I want to start a return
Milo
• All Saints AI Agent
Sure. I can see you’ve placed multiple orders in the last 30 days. Which item(s) do you want to return?
Voice Detection
Understand what customers are saying in their own words, and respond with natural-sounding AI voice.
12
Dreamwear
online
Today
How much is shipping to UK?
11.00
Shipping to the UK costs £3.99 for orders under £15.95. If your order is £15.95 or more, shipping is free! 🎉
11.01
Intent Detection
Our LLM is trained specifically on ecommerce interactions to understand customers in their own words — not just keywords.
00:00:05
“Hi, I accidentally ordered the black T-shirt but meant to get the blue one. Can you change it?”
00:00:10
“Sure, no problem. I can still amend it since it was placed less than an hour ago. Just to confirm, you want the blue Essentials T-shirt, right?”
Visual Defect Detection
With image recognition, assess customer pictures to detect product damage and flaws — automatically, at scale.
Where is my order?
Dazzle Studios
• AI Agent
Looks like your earrings have left the warehouse. It should reach you in about three days, by the 23rd.
Emotion Detection
Sentiment analysis recognises the emotion behind customer messages, so responses are calibrated to match the moment.
I want to start a return
Milo
• All Saints AI Agent
Sure. I can see you’ve placed multiple orders in the last 30 days. Which item(s) do you want to return?
Voice Detection
Understand what customers are saying in their own words, and respond with natural-sounding AI voice.
12
Dreamwear
online
Today
How much is shipping to UK?
11.00
Shipping to the UK costs £3.99 for orders under £15.95. If your order is £15.95 or more, shipping is free! 🎉
11.01
Intent Detection
Our LLM is trained specifically on ecommerce interactions to understand customers in their own words — not just keywords.
00:00:05
“Hi, I accidentally ordered the black T-shirt but meant to get the blue one. Can you change it?”
00:00:10
“Sure, no problem. I can still amend it since it was placed less than an hour ago. Just to confirm, you want the blue Essentials T-shirt, right?”
Hybrid AI approach
Agents that respond, recommend, and resolve
Leveraging market-leading LLMs for the tasks that require natural language — while keeping workflows in control of the outcome.
Generative Agents
Specialist LLM agents perform focused tasks and respond in natural language — with guardrails to keep every response on-brand.
Where is my order?
Dazzle Studios
• AI Agent
Looks like your earrings have left the warehouse. It should reach you in about three days, by the 23rd.
Deterministic processes
Our hybrid approach combines generative capabilities with deterministic processes to get to the right answer for each customer.
I want to start a return
Milo
• All Saints AI Agent
Sure. I can see you’ve placed multiple orders in the last 30 days. Which item(s) do you want to return?
Multi-language
Understand and conduct conversations in any language — allowing a full international rollout from day one.
12
Dreamwear
online
Today
How much is shipping to UK?
11.00
Shipping to the UK costs £3.99 for orders under £15.95. If your order is £15.95 or more, shipping is free! 🎉
11.01
Recommendations
Provide personalised product advice and suggestions based on your product catalogue, customer history, and context of their query.
00:00:05
“Hi, I accidentally ordered the black T-shirt but meant to get the blue one. Can you change it?”
00:00:10
“Sure, no problem. I can still amend it since it was placed less than an hour ago. Just to confirm, you want the blue Essentials T-shirt, right?”
Generative Agents
Specialist LLM agents perform focused tasks and respond in natural language — with guardrails to keep every response on-brand.
Where is my order?
Dazzle Studios
• AI Agent
Looks like your earrings have left the warehouse. It should reach you in about three days, by the 23rd.
Deterministic processes
Our hybrid approach combines generative capabilities with deterministic processes to get to the right answer for each customer.
I want to start a return
Milo
• All Saints AI Agent
Sure. I can see you’ve placed multiple orders in the last 30 days. Which item(s) do you want to return?
Multi-language
Understand and conduct conversations in any language — allowing a full international rollout from day one.
12
Dreamwear
online
Today
How much is shipping to UK?
11.00
Shipping to the UK costs £3.99 for orders under £15.95. If your order is £15.95 or more, shipping is free! 🎉
11.01
Recommendations
Provide personalised product advice and suggestions based on your product catalogue, customer history, and context of their query.
00:00:05
“Hi, I accidentally ordered the black T-shirt but meant to get the blue one. Can you change it?”
00:00:10
“Sure, no problem. I can still amend it since it was placed less than an hour ago. Just to confirm, you want the blue Essentials T-shirt, right?”
Generative Agents
Specialist LLM agents perform focused tasks and respond in natural language — with guardrails to keep every response on-brand.
Where is my order?
Dazzle Studios
• AI Agent
Looks like your earrings have left the warehouse. It should reach you in about three days, by the 23rd.
Deterministic processes
Our hybrid approach combines generative capabilities with deterministic processes to get to the right answer for each customer.
I want to start a return
Milo
• All Saints AI Agent
Sure. I can see you’ve placed multiple orders in the last 30 days. Which item(s) do you want to return?
Multi-language
Understand and conduct conversations in any language — allowing a full international rollout from day one.
12
Dreamwear
online
Today
How much is shipping to UK?
11.00
Shipping to the UK costs £3.99 for orders under £15.95. If your order is £15.95 or more, shipping is free! 🎉
11.01
Recommendations
Provide personalised product advice and suggestions based on your product catalogue, customer history, and context of their query.
00:00:05
“Hi, I accidentally ordered the black T-shirt but meant to get the blue one. Can you change it?”
00:00:10
“Sure, no problem. I can still amend it since it was placed less than an hour ago. Just to confirm, you want the blue Essentials T-shirt, right?”
Deterministic outcomes
Processes that fully resolve customer issues
Processes that fully resolve customer issues
The AI Engine connects to your systems, your policies, and your team — so every conversation ends in a real resolution.
Flows
Use pre-built best-practice Genius Flows for common ecommerce use cases, or build your own process automation flows from scratch.
Where is my order?
Dazzle Studios
• AI Agent
Looks like your earrings have left the warehouse. It should reach you in about three days, by the 23rd.
Deep Integrations
Connect to all necessary data sources and platforms to retrieve accurate information and take real actions on behalf of customers.
I want to start a return
Milo
• All Saints AI Agent
Sure. I can see you’ve placed multiple orders in the last 30 days. Which item(s) do you want to return?
Agent Handover
When appropriate, escalate tickets to human agents with full context — ensuring a seamless handoff and full resolution every time.
12
Dreamwear
online
Today
How much is shipping to UK?
11.00
Shipping to the UK costs £3.99 for orders under £15.95. If your order is £15.95 or more, shipping is free! 🎉
11.01
Flows
Use pre-built best-practice Genius Flows for common ecommerce use cases, or build your own process automation flows from scratch.
Where is my order?
Dazzle Studios
• AI Agent
Looks like your earrings have left the warehouse. It should reach you in about three days, by the 23rd.
Deep Integrations
Connect to all necessary data sources and platforms to retrieve accurate information and take real actions on behalf of customers.
I want to start a return
Milo
• All Saints AI Agent
Sure. I can see you’ve placed multiple orders in the last 30 days. Which item(s) do you want to return?
Agent Handover
When appropriate, escalate tickets to human agents with full context — ensuring a seamless handoff and full resolution every time.
12
Dreamwear
online
Today
How much is shipping to UK?
11.00
Shipping to the UK costs £3.99 for orders under £15.95. If your order is £15.95 or more, shipping is free! 🎉
11.01
Flows
Use pre-built best-practice Genius Flows for common ecommerce use cases, or build your own process automation flows from scratch.
Where is my order?
Dazzle Studios
• AI Agent
Looks like your earrings have left the warehouse. It should reach you in about three days, by the 23rd.
Deep Integrations
Connect to all necessary data sources and platforms to retrieve accurate information and take real actions on behalf of customers.
I want to start a return
Milo
• All Saints AI Agent
Sure. I can see you’ve placed multiple orders in the last 30 days. Which item(s) do you want to return?
Agent Handover
When appropriate, escalate tickets to human agents with full context — ensuring a seamless handoff and full resolution every time.
12
Dreamwear
online
Today
How much is shipping to UK?
11.00
Shipping to the UK costs £3.99 for orders under £15.95. If your order is £15.95 or more, shipping is free! 🎉
11.01
Deterministic outcomes
Processes that fully resolve customer issues
The AI Engine connects to your systems, your policies, and your team — so every conversation ends in a real resolution.
Flows
Use pre-built best-practice Genius Flows for common ecommerce use cases, or build your own process automation flows from scratch.
Where is my order?
Dazzle Studios
• AI Agent
Looks like your earrings have left the warehouse. It should reach you in about three days, by the 23rd.
Deep Integrations
Connect to all necessary data sources and platforms to retrieve accurate information and take real actions on behalf of customers.
I want to start a return
Milo
• All Saints AI Agent
Sure. I can see you’ve placed multiple orders in the last 30 days. Which item(s) do you want to return?
Agent Handover
When appropriate, escalate tickets to human agents with full context — ensuring a seamless handoff and full resolution every time.
12
Dreamwear
online
Today
How much is shipping to UK?
11.00
Shipping to the UK costs £3.99 for orders under £15.95. If your order is £15.95 or more, shipping is free! 🎉
11.01
Flows
Use pre-built best-practice Genius Flows for common ecommerce use cases, or build your own process automation flows from scratch.
Where is my order?
Dazzle Studios
• AI Agent
Looks like your earrings have left the warehouse. It should reach you in about three days, by the 23rd.
Deep Integrations
Connect to all necessary data sources and platforms to retrieve accurate information and take real actions on behalf of customers.
I want to start a return
Milo
• All Saints AI Agent
Sure. I can see you’ve placed multiple orders in the last 30 days. Which item(s) do you want to return?
Agent Handover
When appropriate, escalate tickets to human agents with full context — ensuring a seamless handoff and full resolution every time.
12
Dreamwear
online
Today
How much is shipping to UK?
11.00
Shipping to the UK costs £3.99 for orders under £15.95. If your order is £15.95 or more, shipping is free! 🎉
11.01
Flows
Use pre-built best-practice Genius Flows for common ecommerce use cases, or build your own process automation flows from scratch.
Where is my order?
Dazzle Studios
• AI Agent
Looks like your earrings have left the warehouse. It should reach you in about three days, by the 23rd.
Deep Integrations
Connect to all necessary data sources and platforms to retrieve accurate information and take real actions on behalf of customers.
I want to start a return
Milo
• All Saints AI Agent
Sure. I can see you’ve placed multiple orders in the last 30 days. Which item(s) do you want to return?
Agent Handover
When appropriate, escalate tickets to human agents with full context — ensuring a seamless handoff and full resolution every time.
12
Dreamwear
online
Today
How much is shipping to UK?
11.00
Shipping to the UK costs £3.99 for orders under £15.95. If your order is £15.95 or more, shipping is free! 🎉
11.01
Multiple intents
One message, multiple processes
One message, multiple processes
One message, multiple processes
By gathering more information and context, Orchestrator can resolve queries with multiple intents, ambiguity, or that are badly worded.
Standard automations handle the high-frequency queries. DigitalGenius extends that coverage deep into the long-tail — the queries that would otherwise require a human agent.
By gathering more information and context, Orchestrator can resolve queries with multiple intents, ambiguity, or that are badly worded.
Standard automations handle the high-frequency queries. DigitalGenius extends that coverage deep into the long-tail — the queries that would otherwise require a human agent.
The result
Greater accuracy, more resolutions
Greater accuracy, more resolutions
Greater accuracy, more resolutions
Our approach to AI ensures that customers get to a resolution more often – and that it's the one that you and your brand expect.
By gathering more information and context, Orchestrator can resolve queries with multiple intents, ambiguity, or that are badly worded.
Standard automations handle the high-frequency queries. DigitalGenius extends that coverage deep into the long-tail — the queries that would otherwise require a human agent.
Want to find out more? Speak to one of our experts today.
Speak to us
Speak to us
Want to find out more? Speak to one of our experts today.
Speak to us
Speak to us
Want to find out more? Speak to one of our experts today.
Speak to us
Speak to us