ECI launches AI Agent to streamline eCommerce operations & fraud detection
ECI Software Solutions has introduced an eCommerce AI Agent within its EvolutionX platform, which also underpins the company's Spruce eCommerce solution. The built-in tool is designed to help merchants better manage day-to-day operations, customer engagement, and revenue opportunities through embedded artificial intelligence.
Integrated automation
The AI Agent functions as a standard component of the EvolutionX platform. It is accessible directly from the merchant dashboard. By delivering intelligence and real-time business insights, the tool is positioned to assist merchants without the need for technical setup or specialist expertise. This approach seeks to address the high digital demands eCommerce businesses now face, including the maintenance of online catalogues and product data plus adapting to changing customer expectations.
"Ecommerce businesses today are managing more digital complexity than ever, from maintaining eCommerce catalogues and product data to keeping pace with evolving customer expectations," said Chris Fisher, Vice President of Global Ecommerce, ECI Software Solutions.
"Most don't have the time, budget, or in-house expertise to implement advanced AI tools that typically only large companies can afford. By building AI directly into our eCommerce platform, we're eliminating those barriers and giving users a practical, simple, secure way to streamline everyday tasks, uncover insights in real time, and build the kind of digital resilience they need to compete long term," said Fisher.
Operational features
The AI Agent offers real-time access to sales, ordering, and customer behaviour data, which merchants can use to identify trends and opportunities. An intuitive chat interface allows users to pinpoint high-value customers, flag those with declining engagement, and analyse order trends. Automated content generation means product listings can be enhanced with detailed information and keywords, supporting search engine visibility and potential conversion rates.
The fraud detection component relies on pattern recognition to monitor orders, detect anomalies, and highlight suspicious activities. This aims to reduce manual reviews, lower the risk of chargebacks, and protect revenue, while minimising disruption to legitimate customer orders.
User feedback
Merchants trialling the AI Agent highlighted time-saving and detail-capture benefits, as well as fraud detection accuracy. "Using ECI's eCommerce AI Agent tool was genuinely impressive; it even picked up details like whether a product was biodegradable. Normally, writing one product description from scratch takes around 20 minutes (and even longer if we're missing information). With the AI tool, I managed to create 50 descriptions in just half an hour. The time saved and the level of detail it captured were remarkable," said Vicky Sollars of The Business Supplies Group.
Clive Katz of Office Central said, "It's impressive how the AI Agent zeroed in on a suspicious order and even explained the reasoning behind its score. Seeing it spot those tricky risk signals really builds confidence in the AI order fraud analysis. Our team is now using it for any guest orders moving forward."
Market expansion
The AI Agent will be available to all EvolutionX and Spruce eCommerce customers, both new and existing, across ECI's integrated platforms. This includes users of Spruce, DDMSPlus, Red Falcon, e-automate, and Deacom. The company expects the AI capabilities to be used by organisations in a range of distribution markets, covering sectors from gas and welding to electrical, plumbing, industrial supplies, safety, and MRO.
