Retail and Consumer

Forward Deployed Engineering

Taking AI Customer Service Agents to Production for a Global Retail Brand

A global consumer retail brand selling through online and in-store channels wanted AI that could do more than answer scripted FAQs. Entrans Forward Deployed Engineers embedded with its teams and took AI customer service agents from pilot to production on live product, order, and customer data.

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Challenge

Solution

The Outcome

The Challenge

Earlier chatbot pilots could answer scripted questions but could not act on live orders or returns, and the data they needed sat across disconnected systems.

Pilots Without Live Data

The existing chatbots handled a fixed set of FAQs with no access to live orders, returns, or product availability, so most real customer questions still reached the service team.

Fragmented Commerce Systems

Product, order, and customer data lived in separate ecommerce, order management, and CRM platforms, and any AI assistant had to work across all three without replacing them.

The Solution

An Entrans Forward Deployed Engineering pod embedded with the brand's ecommerce and service teams and built production AI agents inside the client's own cloud and repositories.

Live Environment Discovery

The pod studied real customer conversations, APIs, and data flows first, then scoped the workflows an AI agent could resolve end to end.

Agentic AI Assistant

Engineers built an agentic assistant connected to the catalog, order management, and CRM through secure APIs and MCP tools, with no rip-and-replace.

Tracking and Returns

The agent helps shoppers find products, checks live order status, and starts return requests, all in a single conversation.

Guardrails and Handoff

Policy guardrails keep answers on track, and complex cases move to a service agent with the full conversation context attached.

Phased Production Rollout

One workflow went live first, and new workflows followed as usage and answer quality confirmed value.

The Outcome

The brand moved from contained chatbot pilots to AI agents running on its live commerce systems. Its service teams now have a production foundation they can extend to new customer workflows without rebuilding existing platforms.

Production Go-Live achieved on live catalog, order, and customer data.

Seamless Human Handoff delivered with full context for complex customer cases.

Reusable Agent Framework built for adding new service workflows over time.

We have been working with Entrans for the last two years and they have played a key role in building our solution. Their expertise and professionalism were evident throughout the development cycle, and we were very pleased with the final product. They have shown enormous skill and vast domain knowledge and their IT expertise is reliable and trustworthy. We would recommend Entrans for anyone looking for quality IT services, delivered in a professional manner

Nikolay Prokopiev

Chief Executive Officer

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