Case Study: World’s Largest eCommerce Company improves product discovery with Centific’s AI-powered shopping assistant

World’s Largest eCommerce Company - Customer Case Study

The world's largest ecommerce company partnered with Centific to enhance its customer experience by building a GenAI-powered chatbot. The challenge was to create a multilingual, multi-turn conversational AI that could help users compare products and get recommendations through natural language queries, scaling the solution safely across 16 distinct global markets.

Centific implemented a Retrieval-Augmented Generation (RAG) framework to ground the chatbot's responses in real-time product data. They rapidly recruited over 700 subject matter experts to author and refine prompt-response pairs and employed RLHF for safe AI governance. The resulting assistant successfully handled over 20,000 multi-turn conversations, improving customer satisfaction, reducing support workload, and providing valuable insights into regional shopping behaviors.