Where a scripted bot routes people through menus, an AI agent holds the conversation itself: it understands free-form questions, draws on the store's products, policies, and order data, and decides the next best step, whether that is an answer, a recommendation, or a handover to a human.
In e-commerce, the agent covers the moments merchants cannot: instant replies at two in the morning, pre-sale objections handled before the visitor leaves, size and compatibility questions answered from real product data.
Kanal provides an AI agent for Shopify stores, trained on the merchant's catalog and policies. It answers on WhatsApp in seconds, recommends products, and hands the thread to the team when a human belongs in the loop.
