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AI-Native · Agentic commerce + service · Kaily · Live on AJIO, JioMart, and Netmeds

Kaily.
Agentic commerce + service live across Reliance.

Three production Kaily agents in Reliance · ZIP on AJIO · JIIA on JioMart · Netmeds Assistant on the pharma stack. Natural-language intent → product discovery → checkout → service, with real actions across the live retail systems. Built by Fynd. Owned and run by Reliance.

JIIA showcased on the Google Cloud Next '26 main stage, 29-Apr-2026. ZIP · 88% positive CX · 100% catalog coverage of 2.6M+ AJIO SKUs. Netmeds Assistant · 850K Kaily messages · 96% favourable.

RR agents live
3
ZIP · AJIO  |  JIIA · JioMart  |  Netmeds Assistant
Languages supported
90+
Across chat, voice, video
Compliance
SOC 2 · GDPR
Enterprise security posture
01 · What Kaily is for Reliance

Problem · Solution · Impact.

Problem

Search and support stitched by hand.

  • · Menu-driven navigation fails vague-intent shoppers · drop-offs
  • · Repetitive order, returns, and tracking tickets crowd support queues
  • · Bots stop at scripted FAQs · cannot fetch live order, payment, or delivery state
  • · Multilingual coverage thin · cross-channel context lost between chat, voice, WhatsApp
Solution

One agent platform that talks, thinks, and acts.

  • · Chat, voice, video · 90+ languages · WhatsApp, web, app, email surfaces
  • · Trained on catalog, FAQs, PDFs, URLs · context-aware responses
  • · Calls live systems via workflows + MCP · order, payment, delivery, returns
  • · Human-handover with full conversation context · SOC 2 + GDPR governance
Impact in Reliance Retail

Discovery and resolution shift to the agent.

  • 88% · positive customer engagement on AJIO ZIP
  • 96% · favourable rating across 850K Netmeds Assistant chats
  • 40M+ · JioMart catalog images indexed by JIIA on Gemini multimodal
02 · Capability framework · Talks · Thinks · Acts

Built to do the job, not just assist.

Three capabilities, one agent. Each pillar is wired to the live retail stack — catalog, OMS, helpdesk, CRM — so an answer in chat is the same answer the operator sees on the back end.

01Live

Talks like a human

Chat, voice, video · 90+ languages · brand-tuned tone, persona, and welcome flows. Deployed across WhatsApp, web, mobile app, and email from a single agent definition.

02Live

Thinks like an expert

Trained on catalog, FAQs, PDFs, URLs, Google Drive, internal apps and databases. Multi-LLM selection · response style and creativity tunable per agent.

03Live

Acts like a teammate

Calls live systems via workflows and MCP · books slots, updates CRM, fetches live order/payment/delivery state, processes returns, escalates with full context to a human agent.

03 · Architecture · the full-stack system

A full-stack agent system, end-to-end.

Four layers · channels at the edge · the agent core in the middle · data sources + actions feeding it · live retail systems at the foundation. Same stack powers every Kaily deployment in Reliance.

Layer 01 · Channels · where the agent shows up
Chat
Voice
Video
WhatsApp
Website · App
Email
▾
Layer 02 · Agent core · five modules
Agent Studio
AI Actions
AI Helpdesk
Analytics
LLM Selection

Agent Studio · persona, tone, appearance, 90+ languages, welcome flows. AI Actions · workflow builder, MCP, ticket automation, frontend actions. AI Helpdesk · central inbox, AI ticket routing, user profiles, human handover. Analytics · CSAT, sentiment, usage metrics, escalations.

▾
Layer 03 · Data sources · what the agent reads
PDFs
Policies, manuals, FAQs
Websites · URLs
Crawled and embedded
Google Drive
Docs, sheets, decks
Apps · databases
Live system state
▾
Layer 04 · Live retail systems · what the agent acts on
Product Catalog· OMS· Helpdesk· CRM· ERP· CDP· Calendars· Payments · Delivery · Returns
Workflows + MCP · pre-built connectors · custom serverless steps · real-time catalog sync
04 · AJIO · ZIP · live

ZIP · AJIO Commerce Agent.

Live · RR · AJIO

Conversational AI shopping assistant on AJIO.com. Replaces menu-driven navigation with natural-language search and recommendations over chat and voice. Real-time catalog sync across the full AJIO assortment.

Positive engagement
88%
Across customer chats
Discovery chats
90%
Helped product discovery
Catalog coverage
100%
2.6M+ SKUs · real-time sync
Challenge

Outdated, menu-driven navigation. No support for exploratory intent · abandoned searches and drop-offs.

Solution

ZIP · natural-language search and recommendations via chat and voice. AI-led journeys with real-time product visibility.

Outcome

Faster decision-making · higher conversions · single agent surface across AJIO discovery.

ZIP Commerce Agent on AJIO
05 · JioMart · JIIA · live · Google Cloud Next '26 main stage

JIIA · JioMart Agentic Shopping Assistant.

Live · JPL · JioMart

Turns the JioMart storefront from a search box into an agentic commerce surface. A shopper types intent — "help me plan a birthday party" — JIIA breaks it into categories (Party decorations · Snacks & Beverages · Gifts · Table Decor), assembles a ready-to-buy bundle, and carries the journey through cart and order management.

Powered by a Gemini multimodal pipeline that continuously reads JioMart's 40M+ catalog images and extracts structured attributes — colour, aroma, net quantity, occasion / intent fit — including for SKUs whose source systems don't carry those fields. Selected as one of a handful of customer deployments featured on the Google Cloud Next '26 opening keynote, 29-Apr-2026.

Catalog images indexed
40M+
JioMart assortment · continuously refreshed
Pipeline
Gemini
Multimodal vision · Google Cloud
Status
Live
JioMart app · keynote 29-Apr-2026
JIIA on the Google Cloud Next '26 main stage · birthday-party intent breaks into category quick-picks
JIIA on the Google Cloud Next '26 main stage · the shopper's intent renders as quick-pick categories (Party decorations · Snacks & Beverages · Gifts · Table Decor)
Reliance Retail among the customer deployments showcased at Google Cloud Next '26 keynote (Vodafone · CME · Macquarie Bank · Reliance Retail · Colgate-Palmolive · Citi)
Reliance Retail among the keynote-stage customer deployments at Google Cloud Next '26 (Vodafone · CME · Macquarie Bank · Reliance Retail · Colgate-Palmolive · Citi)
06 · Netmeds · AI customer service agent · live

Netmeds Assistant · 850K Kaily messages · 96% favourable.

Live · RR · Netmeds

Kaily-powered conversational agent for Netmeds, Reliance Retail's pharma vertical. Multi-channel · LLM grounded on Reliance vertical knowledge. Drops cost-per-contact while lifting CSAT.

Kaily messages
850K
Handled to date
Favourable rating
96%
Across customer chats
Status
Live
Live RR · pharma vertical
Stack

Kaily AI agent fabric · multi-channel · LLM grounded on Reliance pharma knowledge.

Outcome

850K Kaily messages handled · 96% favourable across customer chats · cost-per-contact down, CSAT up.

What's next

Roll across JCP service surfaces FY26-27 · same fabric extends to AJIO and JioMart customer-service flows.

07 · Why Kaily · platform fit for Reliance

One platform · built for outcomes, not replies.

Six platform pillars · evaluated for Reliance Retail's scale, governance, and brand-tone requirements.

01 · Customisable

Tailored workflows, tone, tools

Per-brand persona, voice, languages, and creativity. No scripted-bot lock-in.

02 · Rapid deployment

Connect via integrations or MCP

Catalog, OMS, CRM, helpdesk wired in days. AJIO ZIP, JIIA, Being Human, GUESS, Cole Haan all on the same stack.

03 · Outcome-driven

Goes beyond replies to action

Orders booked, returns initiated, refunds processed, leads qualified. Real verbs, end-to-end.

04 · Omnichannel

Voice · chat · video · WhatsApp · web · app

One agent definition deployed across every customer surface · same context everywhere.

05 · Governance

SOC 2 · GDPR compliant

Enterprise security posture. Audit trail · human handover · sentiment analysis end-to-end.

06 · Reliance vertical fluency

LLM grounded on Reliance vertical knowledge

Same agent fabric powers Netmeds (pharma), AJIO (fashion), JioMart (grocery). Vertical-specific catalog, FAQ, policy grounding · single platform, distinct vocabularies.

Team · see /organisation/