Author: Stefan Paskalev

AI Agents: From the buzz to the real help – The Prim.io Story

Posted on by Stefan Paskalev

From handling customer enquiries to transforming e-commerce - this is why AI agents are no longer just a marketing gimmick, but a real tool for businesses.


You know, at Prim.io we're a little (or a lot) obsessed with the possibilities that AI brings - and not in the "robots are going to take over the world" style. We see AI as a powerful tool that makes life easier - ours, our customers', and our entire community's. You can ask any of our team - they all pay for ChatGPT out of their own pocket because it saves them a bunch of time and effort.


But here's the problem- as much as we like ChatGPT (and Deepseek deserves a mention too), it's a universal tool. It can do a lot of things, but it doesn't have the specific knowledge a business needs to handle complex tasks effectively. And that's where AI agents come in.

AI agents in reality

AI agents are not futuristic robots from the movies - they are practical tools designed to solve specific challenges in commerce and online sales. From inventory management to improving customer service- they bring efficiency where it's needed. They automate routine tasks, adapt to change and provide constant stability, just like a "human" employee.

At their core, AI agents are powered by artificial intelligence, meaning they can process data, learn from patterns and make decisions. Unlike traditional software, which follows predefined rules, AI agents can adapt to new information and solve problems dynamically.

The AI agent can monitor stock in real time and signal when a product is running low, for example. Imagine the following situation: your best-selling product is running low during a weekend sale, and the AI agent not only alerts you, but also suggests the optimal quantity for a new Purchase Order based on previous Sales Orders. This is proactive management in action! Or imagine an AI chatbot that handles the wave of "Where's my order?" during Christmas sales, freeing up your team's attention for more complex enquiries.

And the best part? AI agents don't replace humans - they work alongside them, enhancing team capabilities and improving the customer experience.

How do AI agents help in the development of sales orders and online commerce?

Running a commercial business is like juggling a hundred things at once. Purchase Orders need to be shipped on time, stock needs to be monitored and customers need to be responded to quickly. That's where AI agents come in.

What do AI agents offer?

  • Inventory tracking: AI agents can monitor inventory and alert you when something is running low. They can even predict which products will be needed based on previous Sales Orders. No more surprises with empty shelves or outdated goods!
  • Personalized shopping: AI agents analyze customer preferences and recommend products that may interest them. For example.
  • Answering customer questions: all those "Where's my purchase order?" or "Is this product available?" – AI agents can answer instantly so your team doesn't spend their day coming up with the same answers.
  • Warehouse optimization: AI agents can automate warehouse processes by tracking new deliveries, optimizing the placement of goods and minimizing errors.
  • Delivery optimization: AI agents monitor delivery routes in real time, anticipating and avoiding delays. Faster deliveries = happier customers!

AI agents take over the tedious tasks so your team can focus on what's really important - building stronger customer relationships and business growth.

Why did we create our own AI chatbot?

At Prim.io, we know what it's like to manage a growing volume of customer inquiries. As our business grew, our team found themselves inundated with the same questions. Important questions, but also extremely repetitive.

So we decided to create an AI chatbot - but not on our own. We worked with OneAgentAI to develop a tool that was specifically tailored to our needs.

Here's how it works:

  • Trained for accuracy: our chatbot is trained based on our documentation, email correspondence and history of customer inquiries.
  • Takes care of routine tasks: handles about 70% of tickets to our report, answering frequently asked questions quickly and accurately.
  • Transmits complex cases to employees: when the chatbot detects a complex case, it transmits the conversation to a real agent, our colleague, along with all the necessary information, so that there is no unnecessary waste of time.

The result? So our team can focus on the really important enquiries, and customers get faster and better answers.

Our partnership with OneAgentAI has played a key role in building our agent chatbot into our customer service strategy. Their expertise helped us shape the generative AI tool to our specific needs and integrate it seamlessly into our workflows, expanding the capabilities of our colleagues in the report. While the chatbot continues to evolve as a learning agent, it has already had a noticeable impact on simplifying routine tasks and assisting our team in handling customer inquiries more efficiently.

Why is the future now?

For years, AI seemed like something that belonged in science fiction, but now generative AI is becoming more mainstream. AI agents are already here, transforming the way businesses operate - and retail and e-commerce are at the heart of this change.

Consider this: customer expectations are higher than ever. They want fast answers, impeccable service and personalized recommendations. AI agents are already transforming everyday business challenges into effective solutions, making advanced technology available here and now.

To continue to evolve, companies must adapt and use AI agents effectively, integrating both human agents and autonomous agents into their strategies. Here's how:
- Stay Competitive: Your competitors are already investing in AI tools to improve customer service, manage inventory, and optimize operations. Falling behind is not an option.
- Adapt to Growth: As your business grows, so do the challenges. AI agents help you handle growing workloads without chaos, allowing you to expand your operations without compromising quality and operational headaches.
- Future-proof your operations: AI isn't just a trend - it's the foundation of the next generation of business tools. By starting now, you're building a solid foundation for future innovation. The future belongs to the adaptive - AI is not a fad, it's the new normal.

At Prim.io, we see this every day and are convinced that AI not only solves today's business problems, but also shows what's possible tomorrow. AI isn't a technology of the future - it's already changing business. Are you ready?



Prim.io and UNWE Join Forces to Support Modern Business Education

Posted on by Stefan Paskalev

Learn. Grow. Transform. Together.

Prim.io has signed a memorandum of collaboration with the University of National and World Economy (UNWE) - the highest-ranked business university in Bulgaria. The agreement, signed by Dimitar Giulev, CEO of Prim.io, and Prof. Dr. Dimitar Dimitrov, Rector of UNWE, marks another step in our mission to make modern technologies accessible to the next generation of business leaders.

ERP is not just software – it’s a way of thinking.

At Prim.io, we believe that real-world business training is essential for preparing competitive professionals. Through this partnership, we’re opening our doors to students and faculty eager to engage with modern solutions in resource management, process automation, and digital transformation.

“For me, this is not just a return to UNWE – it’s an opportunity to build a bridge between business and education. At Prim.io, we are fully open to sharing our experience, best practices, and real-world business cases – to help students get as close as possible to the realities of the business world.”
— Dimitar Giulev, UNWE alumnus and founder of Prim.io

What’s next?

As part of the collaboration with UNWE, we plan to:

  • Provide full access to the Prim.io ERP environment for students and faculty
  • Organise joint trainings and workshops led by Prim.io experts
  • Develop practical learning modules and simulations
  • Offer internship programs and career opportunities for young talents
  • Participate in lectures, academic events, and business forums

Education needs business. And business needs well-prepared people.

We strongly believe that when business gets involved in education, everyone benefits:

  • Students gain confidence and practical skills
  • Educators get access to real tools
  • Companies meet their future professionals – equipped with the right mindset

Prim.io's team will continue to build partnerships with universities, vocational schools, and training institutions – to share not only our software, but also our vision for the future of business.

AI Agents: Turning Hype into Help – A Prim.io Story

Posted on by Stefan Paskalev

 

From handling support tickets to reshaping e-commerce, here’s why AI agents aren’t just hype - they’re here to help.



You know we’re all a bit obsessed with all the opportunities AI brings at Prim.io - and not in a “robots-will-take-over-the-world”  kind of way. We see AI as an incredible tool, one that can make life easier for us, our clients, and our entire community. Just ask our team - everyone has a paid ChatGPT account, and they willingly spend their own money on it because, frankly, it saves them a ridiculous amount of time and effort.

But here’s the thing: as amazing as ChatGPT (shoutout to Deepseek, too) is, it’s still a generalist. It’s great at many things, but it doesn’t have the specialised knowledge your business needs to effectively support complex tasks without a robust knowledge base. really make a difference. That’s where AI agents come in.

From handling support tickets to reshaping e-commerce, here’s why AI agents aren’t just hype—they’re here to help.

The Reality of AI Agents

AI agents aren’t some futuristic robots you’ve seen in movies - they’re practical tools built to tackle the unique challenges of retail and e-commerce. From streamlining inventory to enhancing customer support, they bring efficiency where it matters most. AI agents excel at simplifying repetitive tasks, responding to changing needs, and keeping operations efficient and steady without constant oversight, much like a human agent would.

At their core, AI agents are powered by artificial intelligence, meaning they can process data, learn from patterns, and most importantly make decisions. Unlike traditional software that only follows preset rules, AI agents can adjust their actions based on new information, making them dynamic problem-solvers.

For example, an AI agent can monitor inventory in real time, flagging when stock is low and recommending reorder amounts. Picture this: your top-selling product is running low during a weekend sale, and the AI agent not only alerts you but suggests the optimal reorder amount based on past sales trends. That’s proactive problem-solving in action with model-based reflex agents that adapt to various situations. Or imagine a chatbot that instantly handles the surge of “Where’s my order?” inquiries during a holiday sale, freeing up your customer support team to focus on solving more complex requests.

The best part? AI agents aren’t here to replace people - they’re here to support them as intelligent agents, enhancing the capabilities of human agents in the workplace. By handling repetitive and time-consuming tasks, AI agents free up your team to focus on strategic decisions and deliver impactful customer experiences.

How AI Agents Help in Retail and E-commerce

Running a retail or e-commerce business can feel like juggling a hundred things at once. Orders have to go out on time, stock needs to be managed, and customers want quick answers, . This is where AI agents step in to help make everything run smoother.

What AI Agents Bring to the Table:

  • Keeping Track of Inventory: As we mentioned in the example before, AI agents can watch your stock levels and let you know when something’s running low. They can even predict what you’ll need more of based on past sales. No more empty shelves or piles of unsold items.
  • Personalising Shopping Experiences: AI agents can learn what your customers like and suggest products they might love. For example, “You bought this; maybe you’d like that too!” It’s like having a personal shopper for every customer.
  • Answering Customer Questions: AI agents, particularly utility-based agents, streamline the process of addressing customer inquiries efficiently. Think about all those “Where’s my order?” or “Do you have this in stock?” questions that can be efficiently handled by a simple reflex agent. AI agents can answer these instantly, so your team doesn’t have to spend all day typing the same replies.
  • Warehouse Operations: AI agents can automate warehouse processes by tracking incoming shipments, optimising storage, and reducing errors. This speeds up order fulfillment and ensures stock is where it needs to be, right when it’s needed.
  • Delivery Optimisation: AI agents can monitor delivery routes in real-time, rerouting drivers to avoid delays and ensuring customers receive their orders faster. This proactive approach minimises disruptions and keeps satisfaction levels high.

AI agents handle the tasks that slow your team down, allowing them to dedicate their energy to building stronger customer relationships and driving your business forward.

Why We’re Building Our Own AI Chatbots?

At Prim.io, we know what it’s like to handle a growing number of customer inquiries. As our business expanded, our support team found themselves answering the same types of questions over and over: “How do I reset my password?” “Can I integrate this feature with my CRM?” These questions are important, but they’re also time-consuming—and they were taking our team’s attention away from solving more complex customer challenges.

That’s why we decided to build an AI-powered chatbot. But we didn’t do it alone. We teamed up with our friends at OneAgentAI, experts in AI development, to create a chatbot tailored specifically to our needs.

Here’s how it works:

  • Trained for Precision: The chatbot was trained on our documentation, email exchanges, and call history, building a comprehensive knowledge base for future interactions. This means it understands our systems and the types of questions our customers typically ask.
  • Handles the Routine: AI agents can handle simple reflex agent tasks, allowing human agents to focus on more complex tasks. It takes care of about 70% of support tickets—questions that are frequent and straightforward—providing quick and accurate responses every time.
  • Passes the Complex Issues to Humans while intelligent agents manage simpler tasks. For more complicated issues, the chatbot knows when to hand off to a human team member. And it doesn’t just pass the buck—it gives the support agent all the context they need to help the customer right away through a learning agent framework, similar to how advanced AI agents operate.

The result? Our team can focus on solving tricky, high-priority problems while the chatbot keeps things running smoothly in the background. Not only does this improve efficiency, but it also ensures our customers get faster and better support.

Partnering with OneAgentAI has been an important part of building our chatbot, which functions as a utility-based agent in our customer service strategy. Their expertise allowed us to shape the generative AI tool to meet our specific needs and ensure it fits smoothly into our workflows, enhancing the capabilities of our human agents. While the chatbot continues to evolve as a learning agent, it has already made a noticeable impact in simplifying repetitive tasks and supporting our team in handling customer inquiries more efficiently.

Why the Future is Now?

For years, AI felt like something that belonged in science fiction, but that’s no longer the case as generative AI becomes commonplace. AI agents are here, transforming how businesses operate—and retail and e-commerce are at the heart of this goal-based agent shift.

Think about it: Customer expectations are higher than ever. People want fast answers, seamless experiences, and tailored recommendations. AI agents are already transforming everyday business challenges into streamlined solutions, making advanced tools accessible right now.

In order to survive, businesses need to adapt and use AI agents effectively, integrating both human agents and autonomous agents in their strategies. Here is why:

  • Stay Competitive: Your competitors are already investing in AI tools to improve customer service, manage inventory, and streamline operations. Falling behind isn’t an option if you want to stay in the game.
  • Adapt to Growth: As your business scales, so do the challenges. AI agents help you handle growing workloads without growing pains, making it easier to expand without sacrificing quality.
  • Future-Proof Your Operations: AI isn’t just a trend—it’s the foundation for the next generation of business tools. Starting now means you’re building a strong base for tomorrow’s innovations.

At Prim.io, we see this every day. Our AI chatbot isn’t just solving today’s problems—it’s teaching us what’s possible for the future. The sooner you embrace AI agents, the sooner you’ll see the difference they can make in creating smoother, smarter operations, especially when utilising autonomous agents.