The new frontier of e-commerce: How agent commerce puts logistics at the center

A consumer buys a product, chooses 24-hour delivery, and receives confirmation within seconds. Hours later, they discover there was no actual stock, the order is stuck, and no one can tell them exactly when it will arrive. This scenario repeats itself with different variations and encapsulates one of the main challenges of e-commerce: selling more is no longer enough if the process doesn't match.

Agent commerce , an evolution of artificial intelligence applied to digital business, is gaining traction in this discussion  . Unlike traditional systems, which respond to predefined rules or specific queries, agentic models can analyze data in real time, detect deviations, and execute operational decisions with less human intervention.

For e-commerce, one of the areas where this leap can have the greatest impact is logistics. A significant part of the final customer experience hinges there: product availability, delivery times, traceability, exchanges, returns, and after-sales service.

„Today’s consumer expects more than just speed. They also want accuracy, information, and the ability to choose. Logistics is no longer just a support function but a core part of the value proposition,“ said Franco Tertzakian, CEO of Shipnow.

For years, much of the logistics operation worked reactively: responding to stock shortages, reorganizing routes in response to delays, or reinforcing teams when demand peaked. The agentic approach seeks to change that logic.

With historical data, real-time signals, and advanced automation, these systems can anticipate purchasing behavior, redistribute inventory among warehouses, prioritize critical orders, or recalculate deliveries in response to operational incidents.

The consulting firm McKinsey indicated in several recent surveys that artificial intelligence applied to operations is already generating significant improvements in productivity and cost reductions for companies that adopted it early. Meanwhile, the global market for AI applied to supply chain and logistics shows strong growth projections toward 2030.

„The most important change is not about automating more tasks, but about making better decisions before the problem arises,“ Tertzakian argued.

One of the most critical aspects of e-commerce remains inventory management. Listing products that are out of stock, over-ordering, or tying up merchandise in the wrong warehouse all impact sales and profitability.

In this area, agentive AI allows for more dynamic adjustments to stock levels based on seasonality, demand patterns, and sales performance. It also facilitates unified stock models across physical stores, distribution centers, and online channels.

Shipnow , a logistics solutions ecosystem specializing in e-commerce, works with brands in fashion, cosmetics, and consumer goods, among others. The company offers fulfillment, distribution, and last-mile delivery solutions, and in recent years has expanded its operational capacity with new facilities.

„More and more brands understand that it doesn't make sense to talk about e-commerce stock on the one hand and store stock on the other. When everything communicates with each other, availability improves, operating costs decrease, and errors are reduced,“ the executive explained.

If there's one stage where customers evaluate a brand in real time, it's the final delivery. According to various international industry studies, the last mile accounts for a growing portion of total logistics costs and remains one of the biggest sources of complaints.

There, intelligent systems can optimize routes based on traffic, weather, time windows, and available capacity. They also allow for more flexible delivery options, automatic rescheduling, and proactive communication in case of delays.

Data collected by Spectrum in Latin America showed that 89% of people made a purchase after interacting with a brand via WhatsApp, while 86% said they are more likely to buy if the company offers customer service or sales through that channel. This trend reflects a growing demand for immediacy and direct contact.

„Traceability has become crucial. Often, the customer will tolerate a delay if they know what’s happening. What they won’t accept is uncertainty,“ Tertzakian stated.

The advancement of these models does not imply replacing existing teams. In logistics, operational experience, the ability to resolve exceptions, and a business-oriented understanding of the business remain key.

That's why many companies are focusing on hybrid schemes: systems that automate repetitive tasks and recommend actions, with human supervision in sensitive decisions.

DemandSage estimated in 2025 that nearly 89% of entrepreneurs were already using artificial intelligence in some form in their operations. Mass adoption, however, still shows varying degrees of maturity.

„The companies that will have the best results will not necessarily be those that incorporate more tools, but those that integrate them to solve specific customer and operational problems,“ said the CEO of Shipnow.

E-commerce is entering a phase less focused on growth at any cost and more oriented towards efficiency, profitability, and user experience. In this scenario, logistics is gaining prominence.

Agent trading is emerging as a new technological layer for streamlining processes, anticipating demand, and improving real-time decision-making. But the key difference won't lie solely in the tool itself, but rather in how each company integrates it into its daily operations.