UCP ready
Ready for the Universal Commerce Protocol, the open standard Shopify co-developed with Google so AI agents can shop with your store. When an agent buys, your CX still answers.
Source: Shopify, AI commerce at scale (opens in a new tab)Why governance
A platform is not a department.
Every tool you run now ships its own AI. Somebody has to decide what each one may do, check what it says and keep all of them pointed at one question: does this customer come back. That is governance, and it is what CTRL sells.
Every tool keeps its AI. CTRL conducts them.
Governance
Five things a platform won't do for you
01
Platform is what they sell. Governance is what we sell.
Your helpdesk, your email tool and your returns app sell software. None of them decides how your brand refunds, apologizes or escalates across all of them. We do, every month, inside the policies you set.
02
Automation at 60% and CSAT flat is not a win.
Any helpdesk gets you to about 60% automation. The 40% left (the exception, the complaint, the second time something went wrong) decides whether a customer returns. Governance works on that 40%.
03
Nobody signs off on what changes.
Unless someone is named. With CTRL, a named person approves every change the first time it runs; after that the agent runs and the person checks. Every decision is logged and reversible.
04
A map is a diagram, not an operation.
An audit that ends in a slide deck changes nothing. CTRL runs the loop: knowledge scored every 15 days, a monthly and a baseline that has to move.
05
We answer for the result.
We are accountable for the result, measured on the governance KPIs that matter to your business and on CX excellence KPIs. If a number does not move, it is ours to fix.
Governance
- Policy compliance on audited conversations
- AI answer accuracy
- Escalations handled in time
- Changes reversed
CX excellence
- First response time
- Resolution time
- Repeat contact rate
Agentic commerce
Ready for agentic commerce, inside the rules.
GDPR
Your data stays yours, processed in the EU under GDPR, never used to train general models.
Source: Regulation (EU) 2016/679 (opens in a new tab)EU AI Act
Built for the EU AI Act: customers are told when they talk to AI, every decision is logged, and a person is one request away. Transparency duties have applied since 2 August 2026.
Source: Regulation (EU) 2024/1689 (opens in a new tab)Stack
Your stack underneath.
We connect to what you already run: helpdesk, store, email and SMS, returns, loyalty, logistics. You keep your tools and your admin access.
CTRL
The conductorThe governance layer. One knowledge base, one set of policies and an expert agent for every tool below.
Gorgias
Helpdesk
Zendesk
Helpdesk
Intercom
Helpdesk
Konvo
Helpdesk
Permut
AI agents
Oct8ne
Chat
Aircall
Phone and voice
Ringover
Phone and voice
Sendcloud
Logistics
Amphora
Logistics
Bigblue
Logistics
Loop
Returns
LoyaltyLion
Loyalty
Smile
Loyalty
Shopify
Store
Klaviyo
Email and SMS
Recharge
SubscriptionsThe agent zoo
Same customer. Seven answers. Zero conductors.
Your helpdesk has an AI agent. Your email tool has one. Your returns app has one. Your 3PL will have one next quarter. Each is trained on a different slice of your brand.
CTRL gives each of those agents an expert agent of its own, trained on your register, that reviews what it says and corrects it.
CustomerMy headphones stopped working after eight months. Can I get a new pair?
- Helpdesk AIOffers a full refundWhy it's wrong: A fault at eight months is a guarantee claim, and repair or replacement comes first.
- Returns appRejects it, outside the 30-day windowWhy it's wrong: Confuses a return with a guarantee claim.
- Email flowSends a review request for the same orderWhy it's wrong: Asks for five stars from an unhappy customer.
- 3PL agentCreates a return label at onceWhy it's wrong: No approval and no check of the fault.
- Loyalty appOffers 200 points as an apologyWhy it's wrong: Points do not fix a broken product.
- Voice botAsks for the order number againWhy it's wrong: Has no context from the chat.
- Chat widgetPromises a new pair by tomorrowWhy it's wrong: Nobody checked stock or approved it.
With CTRLOne answer from the warranty policy: asks for a photo or video of the fault, the expert agent checks it against the policy, a person approves the replacement above the agreed amount, and only then the 3PL gets the label. The loyalty app stays quiet and the review request is paused.
CX isn't a department anymore. It's the orchestra. And somebody has to conduct it.
Business as usual.
Just smarter.
A free assessment of your brand on a 30-minute call. No slides: we analyze your helpdesk, your reviews and your social media first, and bring a governance proposal with goals.
CX for modern commerce