SupportNinja buys Aventus to launch AI-native ecommerce CX unit
- SupportNinja has acquired Aventus and launched Aventus by SupportNinja.
- Aventus has supported over 100 ecommerce brands.
- Terms: not disclosed.
- Aventus runs AI inside brands’ existing Gorgias or Zendesk environments.
TEXAS, UNITED STATES — SupportNinja, a strategic outsourcing and customer experience (CX) transformation partner, has acquired Aventus and launched Aventus by SupportNinja, a unit serving ecommerce and direct-to-consumer brands.
The unit pairs Aventus’ ecommerce expertise with SupportNinja’s NinjaAI technology and global delivery. Financial terms were not disclosed.
Two managed services
Aventus has supported more than 100 ecommerce brands on platforms such as Shopify, Gorgias, Kustomer, Redo and Zendesk.
Aventus Managed AI Operations manages and improves AI inside brands’ existing Gorgias or Zendesk environments, so they can get more from their technology without switching platforms.
Aventus Managed CX Stack is a fully managed service covering platform selection and implementation, AI, human agents and ongoing optimization. SupportNinja announced the deal in a press release on Nov. 5.
The combined offer is meant to automate routine customer interactions while giving human agents more time for complex conversations that drive sales and loyalty.
“AI is fundamentally changing what ecommerce brands should expect from their CX operations,” said Craig Crisler, chief executive officer of SupportNinja. “Brands can automate transactional work, apply human expertise where it creates the most value, and turn customer interactions into insights that drive growth.”
Humans checking the AI
Aventus uses human-in-the-loop (HITL) oversight to maintain AI quality, manage exceptions and improve performance. Insights from customer interactions also help brands refine products, merchandising, marketing and retention.
As a SupportNinja company, Aventus gains access to wider technology, operational expertise and global delivery resources.
“With SupportNinja’s technology, HITL approach, and global resources, we can help more brands scale their CX operations while keeping the human expertise and ecommerce knowledge that make their customer experiences stand out,” said Kelly Stacey, chief operating officer of Aventus.
Timed for peak season
Aventus is introducing its expanded services ahead of the holiday shopping season, as ecommerce brands weigh how to scale CX operations and prepare for 2027.
SupportNinja also runs MomentumLabs, an embedded CX transformation practice that combines NinjaAI, its HITL approach and strategic advising.
What it means for buyers
The deal adds a specialist ecommerce brand to an outsourcer that already sells AI tools alongside human agents.
For online retailers, the managed AI option means they can hand off tuning of the AI in their existing Gorgias or Zendesk setup without a platform migration.
Brands weighing ecommerce outsourcing can compare providers on OA’s list of the top 50 US customer service companies.
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Disclosure: Outsource Accelerator uses AI tools in the backend of its editorial workflow. Every article is reviewed and verified by a human editor before publication.
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