Conversational commerce

Launched a conversational, AI-powered digital experience for fragrance discovery.Maps natural language to deep scent expertise for bespoke fragrance recommendations using Google Cloud AI.

The Estée Lauder CompaniesConsumer & Food

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.

ErajayaRetail

Open Network for Digital Commerce (ONDC), a Government of India-backed digital commerce network, needed to scale an open ecommerce ecosystem across many participants including sellers, buyers, and farmer-based organizations.The organization also needed a chatbot that could provide technical integration and business guidance across a multilingual national context, including support for India’s 26 official languages.

Open Network for Digital Commerce (ONDC)Public Sector

Microsoft has developed Copilot Checkout and Brand Agents to create seamless conversational shopping experiences for retailers.Copilot Checkout enables customers to shop and purchase without leaving the merchant's site, providing a frictionless journey from discovery to checkout.Brand Agents are AI-powered voice-centric assistants that guide customers on retail websites, enhancing product discovery and purchase confidence.Insights powered by Microsoft Clarity provide merchants with data to optimize AI agent performance.

Urban OutfittersRetail

Albertsons Cos. uses Google Cloud's Conversational Commerce agent within its Ask AI tool to help grocery shoppers discover products through natural conversation.The experience lets customers ask open-ended questions, receive tailored recommendations and product details, continue context across interactions, and add items to cart more easily.

Albertsons Cos.Retail

IKEA Retail (Ingka Group) developed a responsible AI governance approach focused on accuracy, transparency, and human oversight using Microsoft Azure OpenAI.The company formed a multidisciplinary AI governance team to ensure AI solutions meet ethical and regulatory standards, launching policies and programs since 2019.IKEA adopted Microsoft Azure OpenAI early, used AI for personal productivity, supply chain optimization, and customer experience personalization.They aligned AI initiatives with EU AI Act compliance, being an early signatory of the EU AI Pact.Achieved organizational AI governance embedding and positioned as a leader in responsible AI use in retail.

IKEARetail