In high-volume e-commerce, customer care and sales support directly impact conversion, margins, and retention. Yet, in many companies, these remain separate, reactive functions that are difficult to scale. The evolution of AI agents now allows us to rethink the operating model. No longer simple automation, but structural integration with e-commerce platforms, CRM, and core systems to govern the entire customer relationship cycle.
In this workshop, we will explore how to transform digital assistance and support into a strategic lever for growth, capable of improving key business KPIs and reducing cost-to-serve, while maintaining control and brand consistency. A concrete approach for those who lead e-commerce with P&L responsibility and a long-term vision.