In just a few months, conversational agents such as ChatGPT, Perplexity and Mistral have become ubiquitous. Used by millions of professionals and consumers on a daily basis, these agents, powered by language models (LLMs), are profoundly redefining our relationship with information, decision-making and commerce.

In this context of rapid transformation, e-commerce players have a major opportunity to seize: that of integrating AI agents into their customer journeys to create conversational experiences that are fluid, intuitive and much more effective than traditional interfaces.

At Smile, we decided to do more than just follow the trend: we designed and tested a conversational AI agent dedicated to e-commerce that is modular, interoperable and sovereign. Our pilot customers are already using it in B2C and B2B contexts, with tangible performance gains. Are you ready to move to useful AI? Let's talk about it.

From intention to order: AI agents are redefining the e-commerce experience

AI assistants are no longer limited to general responses or content generation. They are becoming true transactional agents, capable of handling all or part of the purchasing cycle.

In B2C, this means that:

• The customer is no longer looking for a product, they are expressing a need: ‘I want a wooden desk lamp that goes with white furniture, for a 12m² room.’
• The AI agent understands the intention, queries the PIM and catalogue, and offers refined results.
• It recommends, contextualises, guides the decision, and adds to the basket.

In B2B, use cases are even more powerful:

• Identify the right spare parts based on a technical problem.
• Asking complex questions such as: ‘What maintenance kits should be planned for a machine installed in 2019?’
• Checking order statuses, delivery times and contractual conditions in real time, without having to navigate through six different screens.

We have entered the era of intelligent conversational commerce. And this is only the beginning.

Smile has designed a modular, sovereign, business-oriented AI agent.

Faced with this revolution, Smile did not just test APIs. We built a comprehensive AI conversational agent, specially designed for complex e-commerce environments, with a modular technical architecture that allows for easy integration into your existing systems.

The modules of our AI agent:

• Intent module: identifies needs, reformulates requests, feeds the LLM with specific queries.
• Product module: connects to your PIM or product database, retrieves business attributes, manages variants and contexts.
• Store module: location, opening hours, click & collect, in-store availability.
• Order module: queries your e-commerce systems (Adobe Commerce, OroCommerce, etc.) to retrieve or modify orders.
• Response module: structures responses, suggests rephrasing, summarises key data, adapts tone.

What does this change? The agent can interact with your customers (or your internal teams), learn from the context, and act intelligently within your infrastructure.

This list is not exhaustive: we regularly enhance our architecture with new modules as our customers' needs and use cases evolve. Our modular approach allows us to quickly add functional building blocks, for example for returns management, after-sales support, CRM integration or quotation generation.

Sovereign AI that complies with the GDPR

At Smile, we firmly believe that it is essential to guarantee data confidentiality and digital sovereignty for our customers. That is why our solution can be deployed with:

• Open source LLMs such as Mistral, Llama, or Mixtral.
• On-premises deployments or deployments in European clouds (OVHcloud, Scaleway, etc.).
• Connectors that are GDPR-compliant by design.

We never use your customer data to train third-party models. Your data remains your data.

Concrete, measurable results from the very first tests

During our real-world testing, our customers observed immediate gains:

•  Response times twice as fast as traditional searches on their website.
• More satisfied users, with a high conversational engagement rate.
• More relevant results, with an improved click-through rate.
• Increased conversion potential, especially in complex or technical contexts.

The agent is not there to replace an existing interface, but to enhance the user experience and meet expectations for fluidity and simplicity.

Towards fully conversational commerce

Our roadmap goes further. We are actively working to integrate:

• Payment within the conversation, with the main PSPs on the market.
• Multi-channel agents: web, mobile app, WhatsApp, SMS, voice interfaces, etc.
• Internal uses: customer support, quote preparation, after-sales service management, etc.

The AI agent then becomes a cross-functional digital assistant, capable of streamlining the entire e-commerce chain, both for the end customer and for your employees.

Why Smile?

Because we understand e-commerce. Because we are experts in LLMs.

And above all, because we know how to integrate both into critical, regulated, demanding environments.

Our experience with the leading platforms on the market (Adobe Commerce, OroCommerce, Sylius, Commercetools, Shopify, etc.) enables us to deploy connected AI agents that are consistent with your management rules, APIs, CRM, PIM and ERP.

We don't just deliver a demo. We support transformation.

Want to give it a try? Let's arrange an appointment.

Smile is now offering personalised demonstrations of its e-commerce AI agent. If you are a B2C e-merchant, B2B manufacturer or customer relations manager, now is the time to explore the potential of conversational intelligence in your business environment.

👉 Book an appointment with our experts for a live demonstration tailored to your sector and infrastructure.