W.W. Grainger: agent assist
Generative-AI call-center assistant that gives customer service agents fast product answers across 2.5M products, built on RAG search; Grainger also lists a seller insights platform and product recommendations among its AI/ML tools.
Industry: MRO / industrial distribution
Tools named: Databricks (AI Search / Vector Search, Model Serving)
Reported results (as quoted): Investor deck (call center assistant, status 'Piloting'): "high agent adoption rate with improved customer outcomes". Databricks: "significant advancements in search recall and discoverability".
Note: No hard numbers for the assistant. CEO on Q3 2025 call: advantage 'probably gonna be more on the commercial side'.
Source
Company: W.W. Grainger · Customer case study · https://s1.q4cdn.com/422144722/files/doc_presentations/2025/Mar/21/2025-March_GWW-Investor-Presentation-FINAL-3-28-25.pdf
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