In eCommerce, the gap isn't opening between large and small businesses. It's opening between those who already have an Agent doing the work — canceling orders, processing returns, recommending products, coordinating with logistics — and those still deciding whether to try it. Brands that moved in 2025 have Agents trained on tens of thousands of real conversations. They respond in 30 seconds. They handle Black Friday without hiring temp staff. And every month that passes, their advantage grows. This Playbook exists so you can close that gap now.