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

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?



Business problems with Prim solutions

If you feel that you are losing sight of the overall picture of your business because analyzing daily details takes a lot of time and resource, then perhaps the time has come to look at introducing an ERP system. If you want to stop being slaves to your business or if you feel lost in data, try to give an honest answer to the questions in the article. See for yourself whether the following descriptions apply to you and the functioning of your organization.

How much time are you wasting?

Using too many different applications can cause delays in managing key activities. Because of different channels and constant cross-referencing between them, your business has to devote more and more time to daily activities. Our ERP system integrates solutions and data into a single system with a common interface, making it easier for business units to communicate and work efficiently.

What are the business processes in your company?

If you're finding it increasingly difficult to manage inventory, satisfy customers, keep costs under control, then you may have “fuzzy” business processes. If this is the case, they need restructuring in order to achieve growth. Prim adds a number of analytical capabilities that create a much clearer picture for your management relating to what is happening in real time.

How do you manage your data?

Do you have manual data-intensive processes - do most of your departments use their own applications and processes to operate? In this case, you are likely spending too much time and resources on data entry. When information does not flow seamlessly between systems, reporting takes longer, errors occur more often and decision-making is more difficult.

When do you look for new opportunities?

Do you lack the ability to act quickly? Are you spending so much time running your business that you can't look for new opportunities? Prim includes advanced, intelligent forecasting capabilities that help you identify new and potentially profitable ventures.

How many questions remain unanswered?

Do you have a lot of unanswered questions about your business or do you spend hours looking for answers? Are you unable to find easy answers to important questions such as product line earnings or returns? If you do not find this type of information easily and quickly, it means your detached systems and lack of access to essential parameters slow you down. This will also slow down your analysis and decision-making.

The implementation of an ERP software is a fundamental solution and needs to be considered carefully.

This is an absolute must if you are going to implement a complete software solution like Prim for the first time. If you want to see a positive change in your business and achieve overall growth, it is important to take the necessary steps to see the benefits. You should bear in mind that the process requires patience, perseverance and motivation, and not only at the managerial level.

Prim.io & euShipments.com: Business Intelligence to Power Up Your Online Store



Running an online store is tough. Expanding internationally? Even tougher. That’s why Prim.io and euShipments.com have joined forces to make life easier for e-commerce businesses and give them a serious edge in global markets.

A Game-Changing Partnership

Prim—one of the most recognisable ERP platforms in Bulgaria - has teamed up with euShipments.com, the top courier and fulfillment service for online stores in the region. Together, we offer a full-service that helps online businesses scale effortlessly.

Today, online merchants sell through different channels and platforms - their own website, various marketplaces, physical stores and more. In this way, they can reach the maximum number of users and customers, but an ERP system is necessary to manage stock quantities, warehouses, online orders, finances and all business processes in their company.

The partnership between Prim.io and euShipments aims to facilitate online businesses and provide them with easy access to new markets in Europe.

Thanks to the collaboration, every e-shop that uses Prim.io as an ERP cloud solution also has a full portfolio of fulfillment and courier services provided by our company.

Selling Everywhere? You Need an ERP

Today’s online sellers operate across multiple channels - websites, marketplaces, and even physical stores. But without a solid ERP, keeping track of stock, orders, finances, and logistics is a nightmare. That’s where Prim comes in.

But what distinguishes Prim from other ERP platforms is that it helps merchants to optimise their deliveries in Bulgaria and abroad and to deliver competitively to local merchants in each country of the European Union. This is possible thanks to the integration with euShipments.com, the support for different tax rates for different countries, as well as the ability to fine-tune different forms in different languages ​​for each destination.

Why This Partnership Works for You

  • End-to-End Logistics – With Prim handling business processes and euShipments taking care of fulfillment and deliveries, you save time, effort, and money.
  • Seamless Courier Integration – A single contract with euShipments.com lets you ship orders across 27+ European countries with access to 30+ premium couriers.
  • Faster, Cheaper Deliveries – Use 10 fulfillment centers across Europe to store goods closer to customers, reducing transit times and costs.
  • Preferential Shipping Terms – Skip the hassle of negotiating courier prices—get exclusive rates through euShipments.com.
  • Automation & Ease – Manage everything through Prim’s unified ERP, CRM & BI platform, fully integrated with top e-commerce tools, payment systems, and logistics providers.


Global Expansion, Simplified

Many online businesses struggle to expand internationally due to a lack of reliable partners. Thanks to our partnership, Prim users now have everything they need to scale globally:

  • Fast, flexible shipping options: Land, air express, and economy shipping with top couriers.
  • Cross-border compliance made easy: Support for multiple tax rates, international documentation, and localised checkout experiences.
  • Lower shipping costs: Optimised delivery options for key markets like Germany, France, Belgium, and Italy.


Success Stories: Real Businesses, Real Results

Cocosolis: From Local to Global in 3 Years

When Cocosolis started growing beyond Bulgaria, they needed better control over sales and reliable international shipping. By integrating Prim ERP and euShipments.com, they scaled up to 20+ countries while keeping operations smooth.

“Before Prim and euShipments, we were doing well, but we knew our systems would break at scale. Now, we can handle double or triple the volume without issues, letting us focus on marketing and sales instead.”
– Plamen Stefanov, Co-founder, Cocosolis

Escreo: Smarter Operations, Faster Deliveries

For Escreo, managing an online store was time-consuming and inefficient - until they streamlined their business with Prim.io and handed over fulfillment to euShipments.

“With Prim, our internal processes became much more efficient, and euShipments developed a customized delivery service for us. Now, we serve customers faster and with greater reliability.”
– Yasen Rusev, Co-Founder & CEO, Escreo

Ready to Scale? Let’s Talk.

Running an online store is one thing—growing it internationally is another. With Prim + euShipments, you get the tools, automation, and logistics support to expand without the usual headaches.

Fill out the form below or reach out for a custom solution that fits your business needs.

Other ERP systems vs Prim Costs

We know how important it is for everyone to upgrade their business with a qualitative ERP, without creating a huge hole in their budget. When we created Prim, we wanted to offer a truly working solution to every company, no matter how small or large. However, quality is inevitably linked to money, and often ERP costs are a major stumbling block to implementation. This has led to a complete rethinking of our product pricing. We've made it affordable - we've completely eliminated license costs, reduced implementation and training costs, and the monthly fee only depends on your needs.

ERP costs - licence pooling and monthly maintenance

The cost of purchasing an ERP license can be a very serious investment, and the implementation process can further that cost. Labour and product implementation time are normally added to the price. In most cases, the maintenance fee is paid on a monthly basis and is not included in the original license price. This increases the price even more, and if you realise you haven't made the right choice in terms of software... you'll have to pay even more.

To start working with Prim right away, you do not have to pay any license or invest your money in another initial expense. The difference between implementing Prim software and other ERP programs is precisely the low monthly cost and always fixed. This allows for more effective control of corporate finances without huge losses of time and money.

You set the functionalities and we immediately offer you an innovative software platform tailored to your budget. The monthly payment depends on the chosen price plan and includes the necessary basic and complementary functionalities of your business. In addition, this price includes maintenance, updates and hosting of the service. Things for which other ERP programs will require an additional payment.

“Shared implementation” of Prim as a one-off cost for ERP

Additional costs for our Prim software are one-off consulting services when the system is first set up. This includes creating roles and rights according to company needs, importing the information on counterparts/finances/nomenclature - in other words - a fully "shared implementation".

The idea of “shared implementation” is to build a new system in which a key client user is trained on absolutely all functionalities together with our consultant. Thus, in addition to clarifying the customer's business logic, the system is also adjusted to its way of working. For maximum process efficiency, we share our know-how and help with various successful business practices. During this implementation period (typically between 2 and 4 weeks), the key user understands fully how Prim works, and is taken through all the processes in detail.

"Light" cloud services, no cost for expensive hardware

"Heavier" ERP systems may require a serious investment in new hardware. Prim saves hardware costs because you don't need anything other than a device with Internet access to use our ERP solution. Data storage takes place entirely in the “cloud”. If our client experiences considerable growth and requires additional disk space, we can provide it for an additional fee or we can make the switch to another pricing plan.  

Reduced costs for ERP training 

The optimizations offered by an ERP are a benefit for the organization, but also one of the biggest problems for system implementation. It is often the case that managers in different teams cannot appreciate the need for such a system and/or do not have the necessary training.

As we have already mentioned, “shared implementation” can involve a real clash between the key customer user and our Prim consultant. After setting up and starting work, our team arranges a one-off training session for all other users of the system (completely free of charge) and introduces each functionality in detail.

By training future users (especially managers), we minimize possible problems in their work with the system. Implementation actually trains employees, and if more clarifications are needed, we also offer additional paid training, as well as free online training.

Your business deserves the best ERP.

At the best price.

Implementing Prim during COVID-19

Why is this a good time to implement Prim and how to turn the minuses caused by Covid-19?

Implementation and operation of Prim are greatly facilitated and structured to respond to the emergency situation. However, the greatest advantage of Prim as an ERP system is mobility - you and your employees can work from wherever you want, from any device of your choice. It gives you the freedom to work on the go - anywhere and anytime - in mobile applications with a wide range of functionalities. This facilitates the relationship with customers and suppliers and improves sales and ordering processes. In the present situation, it prevents unnecessary risks and allows you to work from anywhere, as long as you have access to the Internet.

Every step of the software implementation is online, by phone or via remote access software to share the computer (Team Viewer and AnyDesk). Our remote services include:

  • Consultations with our consultants to select the appropriate package and pricing plan
  • Consultation with our implementation team
  • Training your teams
  • Support Team Help
  • System operation video tutorials
  • Consultations on initial system setup
  • Import of counterpart/financial/nomenclature information
  • Adding a new sales channel (Amazon,eBay, eMAG, Opencart, WooCommerce, Cloudcart, Magento, etc.)
  • Adding shipping company

Prim lets you stay at home!

Use this time to carefully examine our software through a free demo version or a test system active for 30 days. This will give you enough time to assess whether the deployment of Prim as a cloud ERP system in your company is suitable for your business and an urgently needed action.