What challenges did Erajaya face before AI implementation?

Deliver personalized recommendations and services as customer demand evolved. Handle increasing customer requests more efficiently. Improve product discovery and search relevance for customers.

What was the impact of the AI solution?

Customer interactions increased. Customer service tasks became more automated. Customer experience productivity and satisfaction improved.

Source

GCPEvidence: Low40/100

Erajaya deploys Dialogflow gen AI chatbot + Vertex AI semantic search for customer service and product discovery

Use case typeConversational commerceUpdated Jun 13, 2026

Erajaya is Indonesia’s largest lifestyle smart retailer and used AI to improve personalization, customer service, and product discovery. The company integrated a gen AI chatbot with NLP capabilities into its website using Dialogflow and added Vertex AI semantic search so customers could find more relevant product results from keyword queries. Erajaya reports that the system improved automation of customer service tasks and increased customer interactions while supporting broader digital transformation efforts.

Organization: Erajaya
Industry: Retail
Location: Indonesia
Published: June 2026

Reported outcomes

Strategic outcomes

Customer experience & trustImproved product discovery and search relevanceCustomer experience & trustAutomated customer service tasksCustomer experience & trustImproved customer experience productivity and satisfactionNew product / capabilityAdded AI chatbot and semantic search

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: Erajaya
Provider: GCP
Maturity: Unknown
Linked source: Google Cloud Customer Stories

No explicit deployment-stage evidence found.

Customer identity supportedSource describes one deploymentMaturity evidence evaluated

Primary read

Use case focus

Showing 3 of 3

1Customer service automation
2Product discovery
3Conversational commerce

Deliver personalized recommendations and services as customer demand evolved.
Handle increasing customer requests more efficiently.
Improve product discovery and search relevance for customers.

Integrated a website chatbot with NLP capabilities using Dialogflow.
Used Vertex AI to implement semantic search for more relevant keyword-based product results.
Continued refining NLP capabilities over time to improve chatbot and search functionality.

Technologies

Dialogflow Vertex AI

Customer interactions increased.
Customer service tasks became more automated.
Customer experience productivity and satisfaction improved.

Architecture

Erajaya deployed a customer-facing gen AI chatbot on its website using Dialogflow and paired it with Vertex AI semantic search to improve product discovery. The implementation focuses on language understanding, keyword-to-relevant-result retrieval, and ongoing NLP refinement to enhance service automation and search quality.

Sources & evidence1

Evidence: Low40/100Evidence strength