Fluent Commerce unveils server to boost AI in retail queries
Fluent Commerce has announced the launch of the Fluent Order Management MCP Server, a middleware solution designed to connect AI agents with backend retail systems. The new product aims to address the challenge retailers face when integrating autonomous agents for handling order inquiries, particularly high-volume questions such as 'Where is my order?' (WISMO).
AI integration
The Fluent Order Management MCP Server allows retailers to deploy AI agents capable of interacting directly with core order management and backend platforms. These interactions support automated handling of common customer inquiries and order-related actions, with the aim of reducing handling time and enabling real-time responses at scale.
"Retailers are embracing AI agents to cut costs and improve customer experience, but backend complexity has been a major roadblock," said Graham Jackson, CEO, Fluent Commerce.
"The Fluent Order Management MCP Server removes that barrier, giving retailers a reliable and secure bridge between autonomous agents and enterprise systems."
Messaging orchestration
The new MCP Server acts as a message orchestration layer within retail technology architectures. It serves as a traffic controller, translator, and enforcer between AI agents and backend systems. By validating and authorising each AI-generated message, the server ensures secure access to backend APIs and manages functions such as payload transformation, business logic implementation, and rate limiting.
This orchestration aims to accelerate AI project timelines for retailers while attempting to reduce operational overhead associated with manual interventions and system integrations.
Customer service impact
The MCP Server's initial focus is on supporting WISMO enquiries by enabling AI agents to retrieve order statuses and respond to customer queries instantly. This functionality is designed to allow contact centres to decrease ticket volumes and average handling times, while maintaining service quality.
According to Fluent Commerce, the system also seeks to minimise the need for human intervention by allowing AI agents to handle most routine inquiries and order actions autonomously. MCP Server's design intends to help retailers maintain oversight and adherence to business logic, security, and compliance.
Expansion roadmap
The company announced that future versions of the MCP Server will broaden support for additional order management actions. Planned capabilities include managing delivery address changes, modifications to order contents, updates to fulfilment methods, and processing returns. These enhancements are expected to allow brands to automate a wider range of post-purchase processes.
"With the Fluent Order Management MCP Server, our customers don't need to choose between innovation and control," said Nicola Kinsella, Chief Strategy Officer, Fluent Commerce. "They can move fast with AI while maintaining full oversight, security, and compliance across all systems."
