Empathy Platform

Empathy Platform is an enterprise AI search and discovery tool built for commerce teams. It enables brands to own and operate a private AI search stack, with a self-hosted cloud option and governing rules for data and infrastructure. The tool supports large brands and aims to keep data under the merchant’s control, avoiding third-party data leakage. It serves teams responsible for merchandising, product discovery, and customer experience in retail.

Empathy Platform operates by running on self-hosted GPUs and open-source LLMs on proprietary infrastructure. It emphasizes local processing of documents and prompts, and continuous oversight of the stack to provide transparency by design. The platform promotes a multi-phase path from managed service to full ownership of search intelligence, allowing gradual transition from cloud-based to self-operated deployment.

The main capabilities include generative AI features with factual accuracy, prompts-based enhancements, and explainability for AI-assisted search. It supports a unified index combining AI and keyword search, and offers private, contextual, and human-centric search experiences. It also focuses on privacy, control over data, and the ability to tailor search behavior to merchandising and brand rules.

Empathy Platform details three deployment phases: Start (SaaS, managed by Empathy), Control (Self-Managed in private cloud or data center), and Own (Self-Operated by the merchant). It describes architecture that keeps shoppers’ intent and preferences inside the merchants’ perimeter, and highlights a shift toward sovereign infrastructure, transparent AI, and explainable systems.

Use cases

• Industry-specific search configurations