Fynd processes 4.3 million AI customer interactions using OpenAI models across retail sectors

Fynd Scales AI Customer Interactions Across Retail

Fynd, an AI-native retail technology company backed by Reliance Retail Ventures Limited, has processed over 4.3 million customer interactions using OpenAI models as it scales conversational commerce through its intelligent agent platform 2

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. The conversational AI agent has served more than 1.1 million users and currently handles over 750,000 interactions per month, marking a shift in how retailers deliver real-time, intent-led interactions across the customer journey 2

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Powered by GPT models including GPT-5.4 and GPT-5.4 Mini, the platform supports natural language interactions across web, mobile apps, WhatsApp, and other channels. Integrated with Fynd's unified commerce platform, the conversational commerce agent enables brands to transform traditionally fragmented customer journeys into continuous, conversational experiences spanning discovery, engagement, and post-purchase support 2

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Conversational Product Discovery Drives Engagement

In fashion retail, AJIO has deployed Fynd's conversational commerce agent to enable conversational product discovery, where customers describe intent through open-ended prompts such as "outfits for a beach party" 1

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. Nearly 90% of conversations are driven by product discovery, with 99% positive response rates on such queries 1

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During a peak sale period, Being Human Clothing handled over 115,000 interactions in three days using the conversational AI agent, managing a 2.5x surge in traffic with 100% uptime 2

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. Post-sale engagement remained elevated, with daily message volumes increasing 2.8x, demonstrating the platform's ability to scale AI-driven customer interactions during high-demand periods 2

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Replicating In-Store Advisory Experiences Online

In beauty and personal care, conversational interfaces powered by OpenAI models are enabling brands to replicate in-store advisory experiences online 1

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. Customers receive personalized recommendations based on inputs such as skin type and concerns, with a Qatar-based beauty brand deploying a similar AI concierge experience 1

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In healthcare, Netmeds has managed over 850,000 customer queries through conversational interfaces, achieving 96% favourable customer sentiment 2

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. Across premium retail environments, Fynd conversational agents enable guided selling, product comparisons, clienteling, and endless aisle capabilities by integrating with inventory and POS systems while maintaining a consistent brand voice 2

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OpenAI Collaboration and Future Expansion

The collaboration between Fynd and OpenAI includes ongoing knowledge-sharing sessions, where OpenAI's technical teams work closely with Fynd to understand its product architecture and use cases 2

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. These sessions provide guidance on optimally deploying specific large language models to improve performance and efficiency, while serving as a feedback loop with Fynd sharing real-world use cases that help inform and refine model performance 2

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"India is witnessing a fundamental shift in how commerce is experienced," said Farooq Adam, Founder, Fynd. "Consumers today are no longer just navigating platforms; they are interacting with them in more intuitive, real-time ways" 2

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. As Fynd expands into the UK, the results across 1.1 million users suggest conversational commerce is becoming the next primary interface for retail technology rather than just a feature 2

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Oliver Jay, Managing Director - International at OpenAI, noted that "conversational commerce is quickly becoming the new interface for retail" and that Fynd's achievement demonstrates how brands can move from static journeys to dynamic, real-time conversations 2

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. The platform is already live across fashion, beauty, healthcare, e-commerce, and consumer goods sectors, serving millions of users with speed, personalization, and consistency 2

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