The challenge
As the e-commerce business scaled, its processes splintered across systems that never agreed with each other: orders in the ERP, automations stitched together in n8n, customer conversations in the support desk. Handoffs between them were manual and brittle, and a single edge case — a delayed shipment, a disputed charge — could fall through the cracks because no layer understood the whole flow. Adding volume only multiplied the chaos.
What we built
We built an AI-driven orchestration layer that sits above n8n, the ERP and customer support and coordinates them as one system. Instead of rigid if-this-then-that chains, an AI layer interprets each event in context, decides the next action, and drives the underlying workflows — updating the ERP, triggering n8n automations, and responding through support. It’s interaction designed for a model that reasons about the process, not just rules that fire.
Results
The orchestration layer is live and now runs cross-system processes end to end, with far fewer manual handoffs and far fewer cases slipping through the gaps. Events that once needed a person to bridge three tools are handled automatically, and the business can add volume without adding coordination overhead. The scaleup got an operations brain that grows with it.