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

Fynd Scales Conversational Commerce with 4.3 Million AI-Driven Customer Interactions

In fashion, 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." Nearly 90% of conversations are driven by discovery, with 99% positive response rates on such queries. In beauty and personal care, conversational interfaces powered by OpenAI models are enabling brands to replicate in-store advisory experiences online. Customers receive personalized recommendations based on inputs such as skin type and concerns. A Qatar-based beauty brand has deployed a similar AI concierge experience.

Fynd Processes 4.3 million Customer Interactions Using OpenAI Models Across Retail Fynd Processes 4.3 million Customer Interactions Using OpenAI Models Across Retail

With its Intelligent AI Agent, Fynd brings real-time, intent-led interactions across the full customer journey for brands and retailers Fynd, an AI-native retail technology company backed by Reliance Retail Ventures Limited, has processed over 4.3 million customer interactions using OpenAI's large language models as it scales conversational commerce through its AI agent. Integrated with Fynd's unified commerce platform, the conversational commerce agent built by Fynd enables brands to deliver real-time, intent-led interactions across discovery, engagement, and post-purchase support, transforming traditionally fragmented customer journeys into continuous, conversational experiences. Powered by OpenAI models including GPT-5.4 and GPT-5.4 Mini, the platform supports natural language interactions across web, mobile apps, WhatsApp, and other channels. It has served more than 1.1 million users and currently handles over 750,000 interactions per month. Fynd's AI agent deployment across segments In fashion, 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." Nearly 90% of conversations are driven by discovery, with 99% positive response rates on such queries. In beauty and personal care, conversational interfaces powered by OpenAI models are enabling brands to replicate in-store advisory experiences online. Customers receive personalized recommendations based on inputs such as skin type and concerns. A Qatar-based beauty brand has deployed a similar AI concierge experience. During a peak sale period, Being Human Clothing handled over 115,000 interactions in three days using Fynd's conversational commerce agent, managing a 2.5x surge in traffic with 100% uptime. Post-sale engagement remained elevated, with daily message volumes increasing 2.8x. In healthcare, Netmeds has managed over 850,000 customer queries through conversational interfaces, achieving 96% favourable sentiment. Both brands achieved these results using intelligent AI assistants. 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. Fynd is also investing in building AI-native capabilities internally, enabling teams to leverage OpenAI's ChatGPT Enterprise to accelerate the development and deployment of use cases. 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, and provide guidance on optimally deploying specific GPT models to improve performance and efficiency. These sessions also serve as a feedback loop, with Fynd sharing real-world use cases and inputs that help inform and refine model performance. "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. With the diversity and scale of Indian retail, the ability to understand intent and respond instantly within a unified system is becoming the defining layer of commerce. With this collaboration, we are enabling brands to move from fragmented interactions to seamless, continuous customer journeys tailored to shoppers across India." "Consumers already expect the kind of personalized instant interaction that only AI-native infrastructure can deliver. Fynd's AI agent, enabled by OpenAI's technology, gives retailers that capability without rebuilding their commerce stack. As we expand into the UK, the results we're seeing across 1.1 million users tell us conversational commerce isn't a feature. It's the next primary interface for retail," said Sreeraman Mohan Girija, Founder, Fynd. "Conversational commerce is quickly becoming the new interface for retail. What Fynd has achieved with OpenAI's models shows how brands can move from static journeys to dynamic, real-time conversations -- serving millions of users with speed, personalization, and consistency," said Oliver Jay, Managing Director - International, OpenAI. As conversational commerce scales, it is expected to become a primary interface for digital retail. Fynd's AI agent is already live across fashion, beauty, healthcare, e-commerce, and consumer goods.