The world’s largest ecommerce company partnered with Centific to reimagine product discovery through conversational AI. Together, we built and deployed a GenAI-powered chatbot capable of handling natural language queries, delivering accurate recommendations, and scaling across 16 markets—all in real time.

The client needed to make product discovery feel effortless and intuitive

The client set out to enhance customer experience by enabling natural conversations at scale—but building a multilingual, multi-turn chatbot that could safely guide users through product decisions introduced both technical and operational complexity.

Search felt too rigid for today’s ecommerce shoppers

Most customers relied on keyword-based search or rigid filters to explore products—methods that often led to frustration or missed opportunities. The client wanted to enable natural language queries that felt more like asking an in-store expert for help.

The chatbot had to scale across 16 global markets

Each deployment needed to reflect local product catalogs, regional phrasing, and cultural expectations—all while maintaining brand tone and functionality. A one-size-fits-all approach wouldn’t be sufficient.

The system required rapid development and safe deployment

Building a GenAI architecture capable of grounding responses in real-time data, maintaining conversational memory, and avoiding hallucinations wasn’t enough. The team also needed to onboard hundreds of SMEs quickly and put strong governance in place to meet internal risk standards.

Centific delivered a safe and scalable GenAI framework for conversational commerce

Centific collaborated with the client’s data science and product teams to architect, train, and deploy a chatbot capable of managing high-intent, multi-turn product conversations—grounded in real-time data and supported by expert validation.

Centific implemented a retrieval-augmented generation framework to ground responses in product data

To help ensure accuracy and relevance, Centific helped the client build a retrieval-augmented generation (RAG) framework that connected the chatbot to up-to-date product catalogs. This enabled the assistant to generate responses using both generative reasoning and structured data—giving users accurate, in-context answers every time.

The architecture supported memory persistence across conversation turns, allowing the chatbot to understand and respond to follow-up questions naturally. This helped simulate the feel of an ongoing, human-like conversation rather than a series of disconnected prompts.

Centific mobilized more than 700 certified SMEs in two weeks

To meet aggressive timelines, Centific rapidly recruited and onboarded more than 700 certified subject matter experts across 16 markets. These SMEs authored, tested, and refined prompt/response pairs tailored to local product categories and customer behaviors.

Each expert was trained in prompt engineering, GenAI fine-tuning, and scenario validation—ensuring that outputs not only matched factual expectations, but also adhered to tone, context, and safety requirements across languages and cultures.

Centific embedded responsible AI practices to ensure safety and trust

Centific worked closely with the client to build safety guardrails into every layer of the system. This included moderation pipelines to intercept edge cases, bias mitigation filters to protect brand reputation, and reinforcement learning from human feedback (RLHF) loops to improve the assistant’s behavior over time.

Supervised fine-tuning helped tailor outputs to specific ecommerce use cases—like comparing products, explaining features, and providing real-time suggestions. With every update, the system became more accurate, more aligned, and more trusted by both customers and internal stakeholders.

The chatbot improved customer satisfaction and eased operational pressure

Centific’s GenAI-powered assistant helped the client elevate product discovery, reduce support strain, and deliver a more natural shopping experience—customized for 16 global markets.

The chatbot handled more than 20,000 multi-turn conversations

Following deployment, the assistant successfully supported more than 20,000 high-intent customer interactions. These conversations extended across multiple turns, with users asking follow-up questions, comparing products, and making more informed decisions in real time.

Instead of relying on filters or scrolling through pages of results, shoppers could get tailored suggestions and answers that accelerated their path to purchase—improving satisfaction while reducing drop-off rates.

The assistant adapted to local markets and customer behavior

Each chatbot instance reflected the language, tone, and product inventory of its market—ensuring relevance and cultural fluency across all 16 regions. Localized prompt-response flows and SME oversight helped maintain accuracy and alignment with shopper expectations.

This localization not only improved customer experience, but also built trust—especially in regions where digital shopping norms vary significantly.

The solution reduced support workload and unlocked new insights

By handling routine product questions and helping users self-serve, the chatbot eased the burden on live support teams. This allowed internal resources to focus on complex issues while improving response time across the board. 

Conversation logs also provided rich behavioral insights—surfacing patterns in product interest, regional preferences, and frequently asked questions. These insights empowered the client to fine-tune merchandising, improve search performance, and make more informed business decisions. 

Centific helped the client reinvent ecommerce discovery with GenAI

With a scalable GenAI framework, a global network of certified experts, and responsible AI practices built in from the start, the client launched a multilingual shopping assistant that made it easier for customers to explore, compare, and decide.

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