Transforming Retail Buying Behaviour with Gen AI
Gen AI helped a global retailer automate operations, personalize journeys, and improve service.
Client Overview
A global retailer used Gen AI to automate workflows, improve shopping journeys, optimize demand planning, and strengthen compliance.
Industry
Global Retail Sector
Duration:
[6-9 months]
Services Provided:
Gen AI retail automation and cloud services
The Challenge
Inventory updates, SKU onboarding, invoice checks, and customer support were driven by manual workflows and legacy bots. Unused review, supplier, and sales data created inconsistent pricing, weak recommendations, weak forecasting, and higher operating costs.
The Solution
- The retailer deployed Gen AI assistants to manage order tracking, returns, product search, and customer queries.
- OCR-powered automation streamlined vendor invoices, SKU onboarding, and compliance documents.
- A recommendation engine personalized offers and shopping journeys, while LLM analytics improved replenishment planning.
- AI copilots supported store associates and IT teams, private LLMs strengthened compliance, and integrations across ERP, CRM, POS, and eCommerce systems created a smoother omnichannel experience.
Key performance growth
Productivity
Store & IT Copilots
AI copilots boosted productivity for store associates and IT teams across operations
Compliance
Private LLM Deployment
Secure global compliance and data privacy maintained through private LLM infrastructure
Omnichannel
Unified Commerce
Seamless omnichannel experience connecting online, in-store and supply chain operations
Key Features
Gen AI Customer
Support
Support
Chat · Voice · Omnichannel
Gen AI Customer Support
Retail AI Platform
Gen AI Customer
Support
Support
Omnichannel · Real-time · Intelligent
Omnichannel Intelligence
6 channels. One AI engine.
45%
fewer calls
<2s
response
92%
auto-resolved
Web Chat
claude.ai widget
Mobile App
iOS / Android
Voice IVR
NLP telephony
WhatsApp
Bot Framework
Email Bot
Rasa NLU
In-Store POS
Kiosk / tablet
Retail
AI
AI
Processing · NLP Engine
RetailBot Live
AUTO
Order Tracking
OMS real-time lookup · ETA delivered
HAND-OFF
Agent Escalation
Complex queries · full context passed
PROACT
Returns & Refunds
Label issued · pickup auto-scheduled
OFFER
Next Best Action
Personalized upsell post-chat
LOG
Compliance Audit
GDPR-safe interaction stored
NLP Pipeline
Rasa · MS Bot Framework · LangChain · intent routing across 6 channels
Integration Layer
API Gateway · ESB · ERP · CRM · OMS · POS — unified session context
Resolution Engine
Azure OpenAI · AWS Bedrock · 45% fewer service calls · GDPR audit
LIVE · RetailBot
Resolution Intelligence
0%
Fewer service
calls
calls
0
Channels
connected
connected
–
Avg. response
time
time
0%
Auto-resolution
rate
rate
Resolution breakdown
Auto-resolved
88%
AI + Agent
9%
Escalated
3%
Outcome · Gen AI Customer Support
45% fewer calls.
Infinite availability.
Infinite availability.
Rasa · MS Bot Framework · LangChain · Azure OpenAI — unified across Web, Mobile, Voice, WhatsApp, Email & In-Store POS.
45%
FEWER CALLS
6
CHANNELS
<2s
RESPONSE
92%
AUTO-RESOLVED
OCR & Document
Automation
Automation
Extract · Validate · Onboard
OCR & Document Automation
Retail AI Platform
OCR & Document
Automation
Automation
Extract · Validate · Onboard
Vendor Invoice
PENDING → OCR
SKU Onboard
QUEUED → OCR
Compliance Doc
REVIEW → OCR
Tax Certificate
QUEUED → OCR
Intelligent Document Scanning
Every document.
Instantly extracted.
Instantly extracted.
Google Document AI
Amazon Textract
Tesseract OCR
LIVE EXTRACTION
Docs scanned: 0
Documents → OCR Scanner → Extracted Data
6 document types · intelligent field extraction · real-time validation
Vendor Invoice
PENDING
SKU Onboard Form
QUEUED
Compliance Doc
REVIEW
Purchase Order
PENDING
Returns Manifest
QUEUED
Tax Certificate
REVIEW
OCR
Google Doc AI
AWS Textract
TYPEFIELDVALUEOK
INVInvoice No.INV-2024-7891✓
INVVendor NameRetailMart Corp✓
SKUSKU CodeSKU-RX-40288✓
INVAmount$48,250.00···
COMPDoc TypeGDPR Consent✓
TAXTax IDTX-88-4421✓
Extraction Progress
82%
Document Ingestion
6 doc types · API Gateway · ESB · Auto-classification pipeline
OCR Engine
Google Doc AI · Amazon Textract · Tesseract · 65% faster onboarding
Validation Layer
GDPR · CCPA · PCI DSS · Azure Purview · Data Masking · audit trail
Document Input
Laser Scan / OCR
Extracted & Validated
Compliance Check
LIVE · Extraction Intelligence Dashboard
Processing across all 6 document types, real-time
0%
Faster vendor
onboarding
onboarding
0
Document
types
types
0%
Extraction
accuracy
accuracy
–
Per document
processing
processing
Processing speed by document type
Vendor Invoices
92%
SKU Forms
88%
Compliance
85%
Tax Certs
79%
PROCESSING QUEUE
Outcome · OCR & Document Automation
65% faster onboarding.
Zero manual errors.
Zero manual errors.
Google Doc AI · Amazon Textract · Tesseract OCR — 6 document types, GDPR/CCPA/PCI DSS compliant, Azure Purview validated.
65%
FASTER
99.2%
ACCURACY
6
DOC TYPES
<3s
PER DOC
Personalized
Recommendation Engine
Recommendation Engine
Signal · Score · Deliver
Personalized Recommendation Engine
Pillar 3 · Retail Gen AI
Personalized
Recommendation
Engine
Recommendation
Engine
Signal · Score · Deliver · 20% Sales Lift
Signal Hub — Rec Engine
6 signals. One recommendation.
①
Collect Customer Signals
Purchase · Browse · Reviews · CRM · POS · Supplier
②
AI Engine Processes
Profile scoring · Affinity matching · Ranking model
③
Products Recommended
Ranked by match score → delivered across all channels
20%
sales lift
94%
accuracy
2M+
SKUs matched
3.2×
basket size
Signals → AI Engine → Personalized Products
Real-time profile scoring → affinity matching → ranked product recommendations
Purchase
History
History
Browse
Data
Data
Customer
Reviews
Reviews
CRM
Profile
Profile
POS
Signals
Signals
Supplier
Data
Data
Profile Engine
Fashion
78%
Electronics
65%
Home
42%
Sports
88%
Affinity Scorer
Ranking Model
Trending Match
92
Loyalty Score
85
Price Fit
78
Category Affinity
71
Fashion
Premium Denim
Slim-fit · High-waist
↑ Fashion signals · Purchase history
94%
Tech
Smart Speaker
Voice + music
↑ Browse data · CRM profile
88%
Sports
Running Shoes
Lightweight · Grip
↑ POS signals · Supplier data
85%
Wellness
Yoga Mat Pro
Non-slip · 6mm
↑ Reviews · Browse data
82%
Home
Kitchen Bundle
6-piece set
↑ CRM profile · Purchase history
76%
Seasonal
Winter Coat
Waterproof shell
↑ POS signals · Trending
71%
Signal Ingestion
Purchase · Browse · Reviews · CRM · POS · Supplier — real-time multi-source
Personalization Engine
LangChain · AWS Bedrock · RAG · Profile segmentation · Affinity scoring
Offer Delivery
Snowflake · PostgreSQL · eCommerce API · 20% omnichannel sales uplift
Input Signals
AI Processing
Personalized Offers
Match Score
LIVE · Recommendation Match Dashboard
Analyzing: Customer Profile #1 — Fashion Enthusiast
Purchase History
Browse Data
Reviews
CRM Profile
POS Signals
Supplier Data
Premium Denim
Fashion · Apparel
Based on: Fashion signals, Purchases
0%
MATCH SCORE
Smart Speaker
Tech · Electronics
Based on: Browse data, CRM profile
0%
MATCH SCORE
Running Shoes
Sports · Gear
Based on: POS signals, Supplier data
0%
MATCH SCORE
Yoga Mat Pro
Wellness · Sports
Based on: Reviews, Browse data
0%
MATCH SCORE
Kitchen Bundle
Home · Kitchen
Based on: CRM profile, Purchases
0%
MATCH SCORE
Winter Coat
Seasonal · Fashion
Based on: POS signals, Trending data
0%
MATCH SCORE
Outcome · Recommendation Engine
20% omnichannel sales.
Every visit, personalized.
Every visit, personalized.
LangChain · RAG · AWS Bedrock · Snowflake — matching 6 signals to 2M+ SKUs in real time, every session.
20%
SALES LIFT
94%
MATCH ACCURACY
3.2×
BASKET SIZE
2M+
SKUS MATCHED
LLM Analytics &
AI Copilots
AI Copilots
Forecast · Replenish · Automate
LLM Analytics & AI Copilots
Pillar 4 · Retail Gen AI
LLM Analytics &
AI Copilots
AI Copilots
Forecast · Predict · Automate · Replenish
Data Sources → LLM Analytics Core → AI Copilot Actions
ERP · Snowflake · SAP HANA · POS · eCommerce · CRM → private LLM → demand forecast + automated actions
🏢
ERP System
SAP / Oracle
❄️
Snowflake DW
Data warehouse
🔷
SAP HANA
In-memory DB
🏪
POS Logs
Real-time sales
🛒
eCommerce API
Orders & clicks
👥
CRM Data
Segments & intent
RESTOCK
Electronics Aisle
Demand spike in +3 days
ALERT
Cold Chain SKUs
Inventory below threshold
COPILOT
Store Associate AI
Upsell prompt triggered
ACTIVE
AIOps Ticket #8821
Auto-resolved by Jenkins
COMPLY
GDPR Audit Log
Private LLM flagged PII
Data Ingestion
ERP · Snowflake · SAP HANA · POS · eCommerce · CRM via API Gateway & ESB
LLM Analytics
Azure OpenAI · Private LLMs · RAG · 30% better forecast · replenishment AI
Copilot Actions
GitHub Copilot · ServiceNow AIOps · Jenkins · Store associates · IT automation
Historical Data
AI Forecast
NOW Divider
Confidence Band
AI Demand Forecast — Retail Store Chain
Historical vs predicted demand · 30% better accuracy with AI · W1–W16 weekly view
LIVE · AI Copilot Intelligence
30% Better Forecasting. Zero Missed Shelves.
0%
Better demand
forecasting
forecasting
0%
Faster vendor
onboarding
onboarding
0%
Omnichannel
sales lift
sales lift
0
Active AI
copilots
copilots
Forecast accuracy by category
AI model vs. baseline · +30% improvement
Electronics92%
Fashion88%
Home95%
Grocery84%
Live AI Copilot Actions
URGENT · RESTOCKNEW
Electronics SKU TX-4422 critically low
Stock at 3 units · 48h lead time · PO auto-drafted to vendor
FORECAST · ALERTNEW
Demand surge predicted next 2 weeks
Fashion category +34% uplift · Recommend pre-stock 800 units
COPILOT · INSIGHTNEW
Weekly performance summary ready
12 stores · 3 vendors · 94% SLA compliance — full report in ServiceNow
AUTO · VENDORNEW
Vendor TechParts Inc. fully onboarded
OCR pipeline complete · SAP HANA synced · 61% faster than manual
Outcome · LLM Analytics & AI Copilots
30% better forecasting.
Zero missed shelves.
Zero missed shelves.
Private LLMs · Azure OpenAI · GitHub Copilot · LangChain · Snowflake · ServiceNow AI Ops — demand intelligence across every SKU, store, and supplier.
30%
BETTER FORECAST
65%
FASTER ONBOARD
20%
SALES BOOST
3
AI COPILOTS