Last year, we introduced Seymour, our AI-powered support agent, designed to give clients faster access to the information and support they need, 24 hours a day, seven days a week.
Since launch, Seymour has been widely adopted across our client base, helping to answer common operational and business queries in seconds, without the need to wait for a response from our team.
Over the last six months, we’ve been working behind the scenes to make Seymour even better. And, just in time for Peak 2026, we’re pleased to announce the launch of Seymour 2.0!
It’s the same Seymour our clients have come to know, only more knowledgeable, more helpful and, crucially, more reliable.
Seymour: Your 24/7 AI Support Agent
Running an eCommerce business successfully requires access to accurate information when you need it. Whether that’s checking on an order, reviewing stock levels or trying to resolve an operational query, waiting for answers can slow things down.
While we originally built ControlPort to be self-serve, it can take time and familiarity with the platform to get answers. This is great for deep divers and power users, but we understand sometimes you just want an answer so you can move on with your day.
Built into ControlPort™, J&J’s order and inventory management platform, Seymour gives our clients instant access to information and support around the clock.
Seymour can assist with a wide range of queries, including:
- Orders and order statuses
- Inventory levels
- Advance Shipping Notices (ASNs)
- Products and SKUs
- J&J processes and business information
- Compliance and regulations by territory
- Goods In, packing and dispatch
- Platform troubleshooting
Rather than searching for information themselves or contacting our team, clients can simply ask Seymour and receive an answer in seconds.
And when a query needs a human touch, Seymour can create a support ticket and direct it to the appropriate team for further assistance.
After all, Seymour was never designed to replace human support, but to complement it.
What’s New in Seymour 2.0?
While Seymour might look and feel familiar to our existing clients, we’ve made some significant improvements behind the scenes.
More accurate, up-to-date information
We’ve reviewed and refreshed Seymour’s existing knowledge sources, while introducing new documentation to expand its understanding of J&J’s operations and processes. The refresh has resulted in more accurate, relevant and helpful responses.
Greater reliability
We’ve optimised Seymour’s integrations with our systems, reducing errors, timeouts and failed requests to deliver a smoother, more dependable experience.
Smarter support ticket routing
Not every query can be resolved by AI. We’ve improved Seymour’s workflows to help ensure queries requiring human intervention are directed to the appropriate team, making the transition from AI to human support more seamless.
Improved operational support
Seymour 2.0 is better equipped to answer questions relating to Goods In, packing, dispatch and platform troubleshooting, helping clients resolve common operational queries faster.
Carrier claims assistance
Seymour can now assist with queries relating to carrier claims submitted through J&J’s Carrier Query form, providing another way for clients to find the information they need.
Combining great people with great technology
We’ve already alluded to this, but Seymour isn’t designed to replace the fantastic people behind our fantastic Client Services team. We’ve always strived to stay ahead of the curve when it comes to technology, particularly when outpacing that curve results in an even better service to our clients.
Seymour’s sole mission is to give clients more ways to access the support they need, while freeing up our teams to focus on the queries that benefit most from their expertise.
As our global fulfilment network continues to grow, so does the importance of having reliable, accessible support across different territories and time zones.
Technology is an important part of that, and not just where it intersects with customer service. Following our acquisition by QLS last year, we’re in a stronger position than ever to invest in the people, facilities and technology that will shape the future of J&J.
Whether it’s improving our AI capabilities, significantly expanding our US team or introducing our new Automated Parcel Sorter in the UK ahead of Peak 2026, we hope these developments demonstrate our continued commitment to investing in the three core pillars that make a tangible difference to our clients and their operations: people, technology and infrastructure.
What’s Next for Seymour?
Seymour 2.0 represents another step in our ongoing investment in technology and the client experience.
We’ll continue to improve Seymour’s capabilities, expand its knowledge and refine how it supports our clients, ensuring it becomes an increasingly valuable part of their day-to-day operations.
Already a J&J client? You can access Seymour directly from ControlPort™ by clicking the icon in the bottom-right corner of your screen.
Interested in partnering with J&J? With our technology and global fulfilment network, and the people behind our service, we’re committed to making fulfilment simpler for growing eCommerce brands. To learn what we can do to support your global ambitions, get in touch.
