From hyper-personalized shopping to the rise of video commerce for Gen Z, Artificial Intelligence is rewriting the rules of retail in India. But how does it all work behind the scenes? Sandhya Kapoor, SVP & Head of Central Platform Organization, gives us an inside look at Flipkart’s AI playbook. In this Q&A, discover how data is used to anticipate customer needs, empower millions of sellers with new tools, and why the future depends on a new kind of human-AI collaboration. Dive in to explore the strategies and mindset shifts shaping the next wave of e-commerce.
As millions of new digital-first consumers come online across India, the e-commerce landscape is undergoing a radical transformation. At the heart of this evolution is Artificial Intelligence (AI), the engine driving unprecedented personalization, efficiency, and engagement.
To understand how Flipkart is leading this charge, we sat down with Sandhya Kapoor, Senior Vice President & Head of the Central Platform Organization. She reveals Flipkart’s data-backed strategy for harnessing AI — from creating hyper-personalized experiences and engaging a video-native Gen Z to empowering sellers and pioneering the future of retail intelligence.
Technology, and particularly AI, is transforming retail. How is Flipkart harnessing AI to power the future of e-commerce in India?
Sandhya: AI is not just an incremental improvement; it’s a foundational shift reinventing the entire retail ecosystem. For our customers, the most visible impact is in creating hyper-personalization. This goes beyond simple recommendations to encompass enhanced search, more relevant product discovery, and even using generative AI to create compelling product descriptions and summarize reviews. We’re also seeing AI-powered chatbots handle customer service with increasing sophistication.
Operationally, it’s a game-changer for efficiency. We can achieve more accurate predictive demand forecasting, implement AI-driven fraud detection, optimize complex supply chains, and revolutionize how we approach marketing and content creation.
AI is famously only as good as its data. How does Flipkart ensure it’s working with the right data to power these innovations?
Sandhya: Data is the fuel, and our approach is meticulous. We begin by translating core business goals into measurable actions using robust analytics and statistical modeling. We track key metrics across the entire user journey, enabling us to identify friction points and optimize the platform for improved engagement and conversion.
A key focus for us is understanding the evolving needs of consumers in Tier 2 and Tier 3 cities, which we do through in-depth data analysis. Crucially, we use prescriptive analytics to simulate the potential impact of different strategies before we implement them. This allows us to make smarter, data-validated decisions at scale.
Gen Z is a mobile-first, video-native cohort. How is Flipkart using AI to make shopping more immersive and engaging for them?
Sandhya: Gen Z, along with new-to-e-commerce consumers from Tier 2 and Tier 3 cities, are truly shaping the future of video commerce in India. Short-form and real-time video are a key part of our core commerce strategy at Flipkart.
Our advantage lies in a data-backed, creator-led model. We utilize AI and advanced search analytics to anticipate user needs, sometimes even before users are consciously aware of them. This allows us to build immersive, shoppable experiences based on emerging trends, making product discovery feel intuitive and the path to purchase completely seamless.
Beyond customers, how is Flipkart using AI to empower sellers and make their journey more seamless?
Sandhya: Empowering our sellers is just as critical as serving our customers. We are deploying AI to make their entire journey more efficient. For example, we’ve developed seller information assistant bots that function almost like personalized seller account managers, providing instant support. We provide our sellers with deep, data-based insights to help them understand customer behavior and optimize their offerings. Operationally, AI helps them with optimized inventory management and streamlines their supply chains. Furthermore, we’re leveraging Generative AI to help them create high-quality images and product descriptions, leveling the playing field so they can focus on growth.
Looking ahead, what’s next for conversational AI? How is it evolving beyond simple chatbots?
Sandhya: Conversational AI is evolving into a sophisticated, human-like concierge for the shopper. The next generation of this technology uses advanced Natural Language Processing (NLP) and sentiment analysis to understand not just the words but the emotion and context behind a query.
By looking at past purchases and browsing history, this advanced AI can provide a truly personalized shopping experience and resolve complex issues far more effectively. This technology is key to providing a uniform, high-quality, 24/7 experience, which is crucial for building long-term trust and loyalty.
Finally, what mindset shifts are essential for leaders to build a successful AI-first organization?
Sandhya: The mindset shift is paramount. First, leaders must view AI as a co-pilot for decision-making, not just an automation tool. Second, we must champion cross-functional AI fluency, ensuring our tech and business teams speak the same language. Third, a culture of responsible experimentation is key.
Crucially, leaders must embrace that clean, well-governed data is the absolute foundation of all successful AI. And perhaps most importantly, we need to foster what I call “meaningful human-AI collaboration,” ensuring this technology augments human ingenuity to create value that neither could achieve alone.
Read more Q&As on Flipkart Stories and browse relevant news coverage in our Newsroom section.
