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Title
Grainger builds a GenAI RAG-powered product search to help call center agents navigate 2.5 million products
…cks tools provided the foundation of the MRO distributor’s new search function, powered by retrieval augmented generation (RAG). They could now retrieve relevant results for call center agents even with the…
Description
Grainger implemented a retrieval augmented generation (RAG) search system on the Databricks Data + AI Platform, using Databricks AI Search and Model Serving to let customer service and sales teams retrieve accurate product information from a 2.5 million-item catalog with over 400,000 daily product changes, improving search recall and reducing errors for call center agents.
…distributor specializing in maintenance, repair and operations (MRO) supplies, manages a massive inventory of 2.5 million products that serve over one million customers. Grainger’s customer service team faced challenges in rapidly retrieving produc…
Company
Grainger
…on to help keep industries up and running 400,000 Product changes handled daily Grainger, a leading North American distributor specializing in maintenance, repair and operations (MRO) supplies, manages a massive inventory of 2.5 million products that serve over one millio…
Industry
Manufacturing
…parts and supplies they need — no matter the industry. Share this post Details Industry : Manufacturing Use Case : Artificial Intelligence Cloud : AWS Product : Agent Bricks Ready to…
Problem
Grainger's customer service team struggled to rapidly retrieve accurate product information from a 2.5 million-product catalog to support its high-traffic e-commerce site. The search system needed to understand a buyer's role and industry application, interpret incomplete or non-technical queries from non-specialist customers, and keep pace with over 400,000 product updates occurring daily.
…assive inventory of 2.5 million products that serve over one million customers. Grainger’s customer service team faced challenges in rapidly retrieving product information from their large catalog to support their high-traffic e-commerce website. With the help of Databricks, Grainger was able to fully commit to digital trans…
Solution
Grainger built a retrieval augmented generation (RAG) search system on the Databricks Data + AI Platform. Databricks AI Search provided the data engineering and management foundation for RAG, while Databricks Model Serving gave a unified interface to switch between and query multiple LLMs through a single API, with automated data vectorization and embedding synchronization keeping product indices accurate.
…nts even with the diverse range of customer queries the company receives daily. With Databricks AI Search , Grainger had secure access to comprehensive data engineering and management features specifically designed to support RAG applications within a data intelligence platform. Stated Raghunathan simply, “We chose to wo…
Business value
Grainger saw significant advancements in search recall and discoverability across its 2.5 million products, with faster and more accurate product retrieval that saves time, reduces errors and lets sales and call center staff assist customers more efficiently, while handling over 400,000 product changes daily.
…tensive product catalog. The impact of this integration has been profound, with significant advancements in search recall and discoverability across the company’s 2.5 million products. The solution further empowered sales teams and call center agents with faster…
AI capabilities
Generative AI, Conversational AI
…at customer inquiries are met with precise, contextually appropriate responses. The GenAI capabilities of the Databricks Data + AI Platform also enabled Grainger to enhance product discovery even further through conversational interfaces. Even while supporting multiple search modalities and thousands of real-time que…
Business functions
Customer Service & Support, Sales
…discoverability across the company’s 2.5 million products. The solution further empowered sales teams and call center agents with faster and more accurate product retrieval capabilities, which saves time, reduces errors and lets employees assist customers more effi…
Technology
Databricks, Databricks AI Search, Databricks Model Serving, Agent Bricks
…Details Industry : Manufacturing Use Case : Artificial Intelligence Cloud : AWS Product : Agent Bricks Ready to get started? Try Databricks for free Learn more about our product Talk…
Deployment model
Cloud
…e this post Details Industry : Manufacturing Use Case : Artificial Intelligence Cloud : AWS Product : Agent Bricks Ready to get started? Try Databricks for free Learn more…
Deployment options
cloud
…e this post Details Industry : Manufacturing Use Case : Artificial Intelligence Cloud : AWS Product : Agent Bricks Ready to get started? Try Databricks for free Learn more…
Headline outcome
…er CUSTOMER STORY Using GenAI innovation to help keep industries up and running 400,000 Product changes handled daily Grainger, a leading North American distributor specializing in maintenance, rep…
Use case type
Knowledge search
…cks tools provided the foundation of the MRO distributor’s new search function, powered by retrieval augmented generation (RAG). They could now retrieve relevant results for call center agents even with the…
