Key results
The company
Mirakl
mirakl.comSaaS platform for enterprise marketplaces, dropshipping, and retail media.
Result highlights
- 91% reduction in catalog onboarding time
- ~70% reduction in documentation writing time
- ~50% reduction in categorization errors
- 37% efficiency improvement in customer support
The story
A global technology provider powering online marketplaces and retail media for leading brands and retailers.
Scaling operations created bottlenecks in catalog onboarding, where manual categorization delayed time-to-revenue. Internal teams also faced friction managing the volume of technical documentation and support inquiries needed to serve a global user base.
The company implemented a culture of employee-built agents using ChatGPT Enterprise to redesign specific workflows. Key developments included an AI-native Catalog Transformer for automated product classification and a support agent grounded in internal documentation. Humans remain in the loop to validate outputs and manage complex exceptions.
Quotes
“The initial vision was 100% of Mirakl workers use AI. We shifted a few months ago to 100% of Mirakl workers being builders of agents—for their individual purpose or to redefine workflows in their teams to bring more value to the user.”