AI agent for DTC and e-commerce brands
Ops playbooks change weekly. Vendors churn monthly. Keep your team's brain synced without another Loom recording.
An AI operating stack for e-commerce brands gives CX reps, ops leads, and growth marketers shared access to every SOP, vendor rule, and brand voice guideline through their AI agent — with CLO modeling which rules each rep is about to forget as policies change weekly.
The problem
- Your refund policy changed last month. Half your CX team still follows the old one.
- A new 3PL means 40 pages of updated SOPs. Nobody actually reads them.
- Your brand voice lives in a Google Doc from 2023 that the new growth hire has never opened.
A company like yours
Maya ships internationally, runs Gorgias + Shopify + Recharge, and has an 8-person CX team. New CX reps take 4 weeks to fully ramp. She rewrote her refund SOP 3 times in Q1 because of a new returns partner. Her senior CX lead spends an hour a day answering 'is this a refund-without-asking case or not?' in Slack. Every ops change means another Loom. Nobody re-watches them.
Before vs after
- ~4 weeksNew CX rep ramp time
- ~14 hrsSenior CX hours per new hire
- ~$32KAnnual hidden training cost (6 hires)
- ~3 days to first solo shiftNew CX rep ramp time
- ~2 hrsSenior CX hours per new hire
- Visible in CLO, not discovered by a customerPolicy drift across the team
The stack, in plain English
For DTC: Claude Code as the personal agent, obsidian-mcp-tools if your team already writes SOPs in Obsidian (or Notion MCP if that's where they live), plus Gorgias + Slack MCPs. CLO on top catching SOP drift before a customer does.
What day one looks like
FAQ
We use Shopify, Gorgias, and Slack. Does this integrate?
Yes. Each of those has an MCP server. Drop them into your .claude/mcp.json alongside a memory server and your agent reads live. No rebuild.
What's the fastest way for a non-technical founder to start?
If your team uses Obsidian or is willing to try it: install obsidian-mcp-tools from the Obsidian community plugin store (5 minutes, no terminal). If you're on Notion: use Notion's official MCP.
How does CLO actually know what a CX rep is forgetting?
Every time the rep uses a concept (refund rule, escalation path, brand voice guide) via the agent, CLO logs the engagement. A Weibull retention model fits per concept per employee and predicts when recall drops below a safety threshold. You see the list of concepts about to decay, not the raw data.
What if our SOPs live in Google Docs, not Markdown?
Drive MCP + Google Docs MCP exist. The registry at cognitionus.com/memory lists current options. Easier long-term: migrate the small set of actual-SOPs into Obsidian or Notion — the workflow benefits compound quickly.
Will this hallucinate a refund rule and cost me a customer?
The agent cites its sources (Obsidian file, Gorgias ticket, Slack message). CLO's job is the opposite of hallucination — it tells you when a real rule is about to drift out of the team's memory so a rule gets applied correctly.