Retail GenAI copilot
Retail · GenAI
Shipped a retrieval-augmented service assistant across 4 languages with policy guardrails within 8 weeks.
Key Result
300+ support hours saved monthly
Duration
8 weeks
Team
2 engineers + 1 ML specialist
Technologies
6 tools
The Challenge
A global retail company with operations in 12 countries was drowning in customer support tickets. Their support team was handling 50,000+ queries monthly, with significant portions being repetitive questions about return policies, store locations, and product availability. They needed a solution that could handle multiple languages while respecting regional policy differences.
Our Solution
We built a RAG-powered customer service assistant that ingests their knowledge base, policy documents, and real-time inventory data. The system uses semantic search to find relevant context and generates responses with built-in guardrails to prevent hallucinations and ensure policy compliance. We implemented language detection and region-specific policy routing, with a human escalation path for complex queries.
Results & Outcomes
- 300+ support hours saved monthly through automated first-line response
- 85% of routine queries handled without human intervention
- Support across English, Spanish, French, and German
- Average response time reduced from 4 hours to 30 seconds
- Customer satisfaction scores improved by 18%
Technologies Used
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