KIBO launches AI interface for commerce & order management

KIBO Commerce has launched KIBO AI, which combines commerce and order management tasks in a single artificial intelligence interface.

The system is generally available to new and existing customers across KIBO's commerce and order management products.

KIBO AI is the latest version of the company's agentic software. It replaces an earlier structure built around nine separate agents with what KIBO describes as a single agentic layer. Users interact through one interface, while specialised agents work in the background across different tasks and roles.

The software is designed to handle both commerce operations and order management through one data model. According to KIBO, this lets the system draw on the same live information whether it is answering customer questions, adjusting settings, producing reports or managing operational workflows.

Five functions

KIBO has organised the product around five functions: Configure, Explain, Analyse, Engage and Optimise. They are intended to support shoppers, customer service staff, merchandisers, fulfilment teams and supply chain managers.

Configure lets operators set or change platform rules through natural language prompts. Explain answers operational questions in plain language using live commerce and order management data. Analyse reports on trends, anomalies and other patterns across the shared data model.

Engage is aimed at shopper and buyer interactions across sales channels, including product discovery, recommendations, order status requests and returns. Optimise focuses on more autonomous work, with the system monitoring business variables and adjusting parameters tied to objectives set by operations teams.

KIBO also introduced Playbooks, saved prompts that can run on demand, on a schedule or automatically when a commerce or order management event occurs. The company said Playbooks work across the Configure, Explain and Analyse functions, operate under user permissions and keep a record of each run.

Model choice

A central element of the launch is KIBO's decision to make the software model-agnostic. Customers can connect different large language models rather than rely on a single provider, the company said.

The system supports models from OpenAI, Anthropic and Google Gemini, as well as open-weight alternatives. KIBO's Bring Your Own Model approach is intended to let customers use models already adopted elsewhere in their organisations and switch providers over time.

That position reflects a broader debate in enterprise software over whether suppliers should build tightly around one model provider or offer a layer that sits above several. KIBO is arguing for the latter, linking that strategy to customer concerns about supplier dependence and rapid shifts in the AI market.

Eric Rosado outlined that view in comments accompanying the launch.

"The market is moving fast, but moving fast toward the wrong architecture creates debt that compounds. We made a deliberate choice: one agentic experience for your team to work with, one data model connecting commerce and OMS, and the freedom to choose any AI model you trust. This is the next iteration of our agentic evolution, a platform built to augment our client's execution teams," said Eric Rosado, Chief Product Officer, KIBO Commerce.

Operational focus

KIBO's approach centres on operational use cases rather than only customer-facing chat functions. Examples include asking why an order was routed to a particular location, investigating discount errors at checkout, comparing average order value across periods and reviewing shipment performance by node, carrier and region.

One aim is to reduce the need for staff to query reports, logs or databases directly when trying to understand day-to-day issues. In practice, this places the product within a growing category of software tools that apply generative AI to business process questions inside retail and supply chain systems.

KIBO, founded in 2016, focuses on software for unified commerce, order management and composable commerce. Its customers include retailers, manufacturers, distributors and wholesalers.

The launch extends AI across the company's existing product set by placing customer interactions, reporting, configuration and operational tuning within a common layer rather than separating them across different tools or agents. All five functions are now available across its products, KIBO said.