How Camping World Uses IBM watsonx Assistant to Boost Customer Engagement by 40%

Rakuten

Rakuten integrated OpenAI Codex into incident response, CI/CD pipelines, and autonomous development — cutting mean time to recovery by 50% and compressing quarter-long projects into weeks.

RetailOpenAI Codex

Engine

Engine, a B2B travel platform handling 500,000+ annual traveler requests, deployed an Agentforce AI agent called Eva that autonomously manages over 30% of customer cases end-to-end. The implementation reduced average handle time by 15%, lifted CSAT from 3.7 to 4.3, and delivered $2M in estimated annual cost savings — all within a 12-day deployment timeline.

RetailSalesforce AgentforceAgentforce Builder

Shopify

Shopify built Sidekick, an AI commerce assistant powered by Claude Sonnet on Google Vertex AI, enabling millions of merchants to reach their first sale in days instead of weeks.

RetailClaude on Vertex AIGoogle BigQuery

Etsy

Etsy, the global marketplace for handcrafted and vintage goods, serves nearly 90 million buyers across more than 130 million listings from 5 million sellers. Using Vertex AI, BigQuery, Dataflow, and Gemini, the company built a personalized search and discovery platform it calls “algotorial curation” — increasing listings per theme by 80x, driving a 5% lift in SEO-driven visits, and delivering a 3% conversion improvement for sellers.

RetailGoogle DataflowGoogle BigQuery

THG (The Hut Group)

THG (formerly The Hut Group) is a UK-based ecommerce retail company with revenues exceeding £2 billion, selling its own-brand and third-party cosmetics, dietary supplements, and luxury goods online while also providing ecommerce infrastructure to third parties through its Ingenuity division. Facing a rapidly expanding threat surface as it grew through acquisitions and added SaaS platforms, THG deployed Elastic Security as its unified SIEM, using machine learning capabilities to surface novel attack vectors and automation to eliminate manual triage overhead. The outcome: mean time to respond to security events dropped by 60%, first-line triage burden fell from 90% to 50% of analyst time, and physical storage costs declined by 60% through intelligent data tiering.

RetailElastic Security

Morrisons

Morrisons, one of the UK’s largest supermarkets serving nine million customers weekly across 500 stores, migrated its on-premise data warehouse to BigQuery and Looker, reducing reporting lag by 98.96% from one day to 15 minutes. Real-time data now powers Vertex AI demand forecasting models and a customer-facing Product Finder app that receives 50,000 hits per day during peak periods.

RetailGoogle Cloud RunLooker

Grupo Falabella

Grupo Falabella deployed Salesforce Agentforce on WhatsApp to handle customer service for Latin America's leading retail chain, autonomously resolving 60% of service requests and growing WhatsApp channel adoption from under 50% to over 70% within three weeks.

RetailSalesforce Agentforce

Grupo Casas Bahia

Grupo Casas Bahia is one of Brazil’s largest omnichannel retailers, serving over 100 million customers through more than 1,000 stores and a national logistics network. The company deployed Databricks Agent Bricks with Meta’s Llama 3.3 70B model to automate the classification of customer reviews from six distinct channels. Monthly review classification jumped from 1,500 to 33,500, model accuracy reached 90%, and the company saves over 4,000 person-hours annually — equivalent to nearly R$480,000.

RetailDatabricks Unity CatalogDatabricks Agent Bricks