Industries
Agency51 is our group's BigCommerce agency, and its helpdesk runs an AI support agent we built: around a hundred tickets a week triaged by reading each client's bespoke codebase, escalated to a person when confidence is low, first response from hours to minutes. Everything on this page we have done ourselves first.
Agencies are where the hours go: support queues for bespoke builds, content and merchandising at scale, campaign reporting, SEO and now AI-search optimisation, and client communication. Every one of those is a workflow with a codebase, a documentation store or a data source behind it, which makes agencies unusually well placed for tailored AI, and unusually exposed if they wait for a product to arrive that understands their particular builds.
The group runs PureNet (Shopify, Adobe Commerce and bespoke platforms) and Agency51 (BigCommerce) alongside Enceladus, so the frameworks on this page were built for our own agencies before they were offered to anyone else.
The opportunities we have scoped or delivered in this sector, or that the frameworks apply to directly. Which are ready depends on your data, which is the first thing we check.
Reads the ticket, the client's code and documentation, drafts the reply, escalates on low confidence. In production at Agency51.
A knowledge assistant over the agency's builds, platform documentation and past tickets, for developers and account managers.
Product descriptions, category content and variants grounded in the catalogue and the brand's tone, with review before publish.
Analysis of behaviour data, hypothesis generation and reporting automation for CRO programmes.
SEO and AEO workflows: content structuring for AI Overviews and answer engines, PPC analysis and reporting.
Monthly performance reports compiled from analytics, ads and commerce platforms, drafted for the account manager to finish.
Agency51 works with Timothy Taylor's, Lottie Shaws, Pedigree Wholesale, Raspberry Pi, The Plastic People, Regal Fish, Just4Pets, Hyperdrug, York Gin and others; PureNet's ecommerce portfolio includes Krispy Kreme, Illamasqua, Walker's Shortbread and Buy Sheds Direct.
We cite this as group experience. Where we have delivered AI for a client, the case study says so; where we have not, we do not imply it.
How an AI support agent at Agency51, a BigCommerce agency in the PureNet Group, triages around a hundred tickets a week by reading each client's bespoke codebase, answers what it is confident about, and escalates the rest to a person. First-response times went from hours to minutes.
Client code and data stay in the agency's environment or in enterprise services with no-training terms; every answer the support agent gives is logged with its sources; customers are told an AI assistant drafts first responses; and generated content is reviewed before it carries a client's brand.
You can have the framework built for your helpdesk and your codebases, as a tailored system you own, not as a product with a per-seat fee. Scoping takes a fortnight.
Yes. The framework is platform-independent; what it reads is your repositories, documentation and ticket history.
Yes, and several of the use cases, customer-facing assistants and content generation among them, are things an agency can deliver to its own clients with our frameworks underneath.
A leadership awareness session tailored to your sector is the first step; discovery is the second.