Agents that hold a conversation, and act on what they're told
We build conversational and agentic AI for D2C teams — researched against your real conversations, scoped so it can't do damage, and evaluated before it ever reaches a customer.
Conversational agents
Customer-facing agents that hold a thread across chat, email, voice, and social — grounded in your catalogue, orders, and policy.
- Retrieval grounded in your own systems
- Escalation rules with full-context handoff
- Voice and text from one behaviour spec
- Deflection measured against real transcripts
Agentic workflows
Agents that act, not just answer — issuing refunds, updating orders, moving records, under scoped permission and audit.
- Narrow tool surfaces per task
- Logged writes with replay
- Human approval on anything customer-facing
- Rollback paths for every action
MCP servers & tool design
The layer that decides what a model is allowed to touch. We build and host MCP servers over your commerce and ops systems.
- Tool surface design and scoping
- Hosted, monitored MCP endpoints
- Integration with MCP servers you run
- Auth, rate limits, and audit trails
Evaluation & research
The part most teams skip. We build the eval harness before the agent ships, and keep it running after.
- Golden sets from real conversations
- Regression suites in CI
- Failure-mode taxonomies
- Quarterly model re-benchmarking
D2C intelligence
Research on how your customers actually ask, buy, and complain — turned into agent behaviour rather than a slide deck.
- Conversation mining across channels
- Intent and objection taxonomies
- Journey instrumentation
- Findings wired back into the agent
Deployment & operations
Running agents in production: monitoring, cost control, incident response, and the unglamorous work that keeps them trustworthy.
- Latency and cost budgets
- Drift and quality monitoring
- On-call and incident runbooks
- Model and prompt version control
Research first, because a demo is not a deployment
The reason agentic projects fail in production is rarely the model. It is unbounded access, no evaluation, and no record of what changed.
Measured before it ships
An agent without an eval harness is a demo. We build the test set from real conversations first, then the agent, then keep the suite running in CI.
Scoped, never open-ended
Every agent gets the narrowest tool surface that does the job. No blanket admin credentials, no unbounded write access.
Every write is logged
Anything an agent changes is recorded with the prompt, the tool call, and the result — auditable after the fact, not just at the time.
Humans own the judgement calls
Agents draft, resolve, and prepare. A person signs off on anything a customer will see or a ledger will record.
Still need Shopify engineering? That practice is still open.
Theme and backend work, headless builds, custom apps, and checkout extensibility — Shopify Partner since 2022.
Tell us what the conversation looks like today.
Send us a handful of real transcripts. We'll tell you what an agent could resolve and what it shouldn't touch.