Multi-Agent Ops Swarm for E-commerce Back Office
A coordinated swarm of specialised agents that triages refunds, chargebacks, delivery escalations and wholesale enquiries — with humans only on edge cases.
A 40-person ops team was drowning in 14,000 tickets a week; CSAT was slipping and holiday season was six weeks away.
Previous automations were rule-based spaghetti. Each new SKU added ten new edge cases.
Leadership wanted measurable $ saved per month and a clear audit trail before trusting anything agentic.
Mapped 40 workflows, collapsed them into 9 archetypes, and built a specialist agent per archetype on Temporal.
Introduced a supervisor agent with hard budgets: tokens, tool calls and reversible actions per ticket.
Every write action requires a second-model critic plus a reversible receipt stored in Postgres.
Built a shadow-mode rollout — agents answered for 30 days with a human gate — then flipped thresholds one workflow at a time.
68% of tickets fully auto-resolved at steady state.
$220k/yr in fully-loaded ops savings at current volume.
CSAT up 7 points during Black Friday week, the first time in three years.
Audit trail passed a Big Four controls review on first pass.
- Agent topology and Temporal workflows
- Reversible action pattern and critic model
- Shadow-mode rollout plan and success metrics
- Exec-facing reporting: $ saved, CSAT, escalation rate