Agentic Operating Model for e-Commerce
With AI-native e-Commerce, the functional organization increasingly transforms into a collection of specialized AI agents operating under human governance. This creates an operating model where every agent action is traceable through SIPOC events and governed through the EU Digital Services Act (DSA), ISO 9001, ISO 42001 & EU AI Act as well as the Sarbanes-Oxley Act (SOX) controls points resp. controls.
1. Marketing Agent Controls
- DSA advertising transparency
- Privacy controls
- AI Act transparency
- Brand governance
2. Sales Agent Controls
- Product disclosure compliance
- Consumer rights information
- Pricing transparency
- Fraud controls
3. Fulfillment Agent Controls
- Inventory traceability
- Product quality checks
- Shipment verification
- Recall support
4. Accounting Agent Controls
- Segregation of duties
- Financial controls
- Tax controls
- Audit trail
5. Customer Experience Agent Controls
- DSA complaint handling
- Consumer protection
- SLA compliance
- Service quality standards
6. Compliance & Quality Agent Controls
- ISO 9001
- ISO/IEC 42001
- EU AI Act
- EU Digital Services Act
- Financial controls
- Sarbanes-Oxley Act (SOX)
- Cybersecurity controls
These controls can be modeled on the subprocess layer in the ProcessHorizon web app.
The event-driven SIPOC model is the orchestration backbone and based on the Points Architecture (Datapoints, Viewpoints, Event Points, Decision Points, Control Points, Observation Points) becomes the governance layer spanning all agents.
Using the following link you can access this sandbox SIPOC model in the ProcessHorizon web app and adapt it to your needs (easy customizing) and export or print the automagically created visual AllinOne SIPOC map as a PDF document or share it with your peers: https://app.processhorizon.com/enterprises/hRD7mxvFDod7fKXGqr6ZLSgy/frontend