TLDR: Fluent Commerce has launched its Order Management MCP (Model Context Protocol) Server, a new middleware layer designed to facilitate secure, scalable, and low-latency interactions between AI agents and backend retail systems. Initially focused on automating ‘Where is My Order?’ (WISMO) inquiries, this innovation aims to reduce operational costs and significantly improve customer service experiences for retailers.
SYDNEY, November 12, 2025 – Fluent Commerce, a global leader in distributed Order Management Systems (OMS), today announced the release of its Fluent Order Management MCP (Model Context Protocol) Server. This strategic launch introduces a sophisticated middleware layer engineered to create a seamless, secure, and scalable bridge between artificial intelligence agents and complex backend retail infrastructure.
The primary objective of the Fluent Order Management MCP Server is to empower customer service AI agents to efficiently handle high-volume inquiries, starting with ‘Where is My Order?’ (WISMO) requests, and to execute actions on orders. This capability allows retailers to deploy AI agents that can directly interface with Fluent Order Management and other critical backend systems, drastically cutting down the handling time for routine order status questions and providing real-time responses at an unprecedented scale.
Graham Jackson, CEO at Fluent Commerce, highlighted the significance of this development, stating, “Retailers are embracing AI agents to cut costs and improve customer experience, but backend complexity has been a major roadblock. The Fluent Order Management MCP Server removes that barrier, giving retailers a reliable and secure bridge between autonomous agents and enterprise systems.”
The MCP Server functions as an intelligent message orchestration layer, acting as a traffic controller, translator, and enforcer for system-to-system communications. It ensures that every AI-generated message is rigorously validated, authorized, and correctly routed to the appropriate backend APIs. Furthermore, it automates crucial processes such as payload transformation, business logic enforcement, and rate limiting. This comprehensive approach promises faster time-to-value for AI implementations and a substantial reduction in operational overhead.
Optimized initially for WISMO use cases, the server enables AI agents to retrieve order statuses instantly and proactively address customer inquiries with minimal human intervention. This is expected to significantly reduce ticket volumes and average handling times within contact centers.
Looking ahead, Fluent Commerce plans to expand the MCP Server’s capabilities in future releases to encompass a broader range of order management actions. These will include delivery address changes, order modifications, fulfillment method updates, and the initiation of returns, thereby enabling brands to automate more post-purchase journeys with enhanced confidence.
Nicola Kinsella, Chief Strategy Officer at Fluent Commerce, emphasized the balance between innovation and control. “With the Fluent Order Management MCP Server, our customers don’t need to choose between innovation and control. They can move fast with AI while maintaining full oversight, security, and compliance across all systems.”
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The Fluent Order Management MCP Server is now available to customers utilizing Fluent Order Management. For more information, interested parties can visit fluentcommerce.com.
