SupportNinja buys Aventus to pair ecommerce support with managed AI services

SupportNinja has acquired ecommerce customer-support specialist Aventus, pairing its AI technology with a business built around online retailers. The promise is more automated customer service, but the offering is not software alone: two associated managed services combine AI with continuing operational support and human judgment, including an option that works inside retailers’ existing support systems.

Aventus disclosed that it had joined SupportNinja in a November 5, 2026 announcement. The business will offer its expanded services as Aventus by SupportNinja. Financial terms were not disclosed in Pulse 2.0’s coverage of the acquisition, published November 10.

The combination brings together Aventus’s ecommerce knowledge and SupportNinja’s proprietary NinjaAI technology, international service operations and human-in-the-loop approach—people supervising AI work. SupportNinja’s stated aim is to automate routine interactions while leaving customer-service professionals more time for complicated conversations involving sales, customer retention and problem resolution.

Keep the support platform, or hand over the operation

• Aventus Managed AI Operations manages and continuously improves AI inside existing Gorgias or Zendesk environments. It is intended for brands that want more automation without switching their customer-service platform.
• Aventus Managed CX Stack covers platform selection and implementation, AI systems, human specialists and ongoing optimization.

Aventus says it has supported more than 100 ecommerce brands. Its platform experience includes Shopify, Gorgias, Kustomer, Redo and Zendesk. That expertise is part of what SupportNinja is acquiring: knowledge of online shopping operations and the systems retailers use, alongside the customer-support business itself.

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.

Kelly Stacey, Aventus chief operating officer

Human oversight is part of the service

Both offerings include people overseeing AI performance and handling exceptions. Directors Club News describes that oversight as a way to maintain quality and improve performance over time.

SupportNinja also wants the work to extend beyond resolving individual support requests. It plans to use insights from customer interactions to help brands refine products, merchandising, marketing and retention strategies. That is a stated business objective of the combination, not a measured result supplied with Aventus’s announcement.

The acquisition builds on SupportNinja’s existing AI transformation work. Its MomentumLabs practice combines NinjaAI, human oversight, consulting and implementation services to evaluate clients’ operations and introduce AI-supported workflows. Aventus adds a dedicated ecommerce specialization to that mix, with access to SupportNinja’s larger technology and international service resources.

The expanded services arrive ahead of the holiday shopping season and as ecommerce brands prepare their operations for 2027. SupportNinja is pitching automation and flexible service delivery as ways to handle changes in demand.