BIG PICTURE GmbH, FIEGE Logistik

Multi-Layer Agent Systems are transforming customer support in e-commerce by enabling fully automated handling of inquiries across the entire value chain — from first-line customer service to complex accounting issues, warehouse interactions, and downstream partners like carriers and manufacturers. These AI-driven systems are not only efficient and scalable but also built with robust security measures to safeguard sensitive customer and operational data.

In practice, these systems operate like a coordinated team of specialized professionals, with dedicated agents handling general questions, payment inquiries, logistics issues, warranty cases, and more. Each agent brings domain-specific expertise to the task, collaborating fluidly to resolve complex workflows end-to-end — all while maintaining consistency, traceability, and speed across customer interactions.

Together with logistics provider FIEGE, BIG PICTURE has developed and deployed a productive, secure, and autonomous platform that proves this vision in real-world operations. In this joint talk, we will share concrete insights, live deployment experiences, and key lessons learned from implementing AI agents at scale in a critical logistics and e-commerce environment.