New Delhi, April 21 -- Fynd, backed by Reliance Retail Ventures Limited, claims to have processed over 4.3 million customer interactions using OpenAI's large language models, positioning conversational commerce as more than just an experimental layer.

But beyond the headline numbers, the bigger story is this: is conversational AI truly becoming the default interface for retail, or is the industry still in a high-optimism phase?

Fynd's AI agent, powered by models from OpenAI, is designed to move customers through the entire journey from discovery to post-purchase using natural language. Instead of navigating menus, users describe intent - "outfits for a beach party", for example - and receive guided results.

This is a meaningful departu...