RetailNext Doubled Chatbot CSAT with AI Quality Engineering
RetailNext's support chatbot had a 3.1/5 CSAT score due to irrelevant and hallucinated responses. SENTINEL-X's continuous evaluation loop pushed CSAT to 4.7/5 and reduced escalation rate by 61%.
The Challenge
RetailNext Europe was building AI-powered workflows that required consistent, high-quality outputs at scale. Like most enterprise AI teams, they faced the classic reliability triangle: speed, quality, and cost — and they were struggling to balance all three without a systematic quality framework.
The Solution
After evaluating several AI testing platforms, RetailNext Europe chose SENTINEL-X for its breadth of coverage — from pre-deployment prompt testing to live production monitoring. Integration took less than two hours using the Python SDK.
- ✓Automated prompt regression tests in CI/CD
- ✓Live hallucination detection with custom thresholds
- ✓Real-time quality dashboards for the entire AI team
- ✓Automatic alerts when quality drifts below SLA
The Results
Within 30 days of deploying SENTINEL-X, RetailNext Europe saw dramatic improvements across their AI quality metrics. The team reduced their manual QA time by over 80%, allowing engineers to focus on building new features rather than chasing regressions.
"SENTINEL-X gave us the confidence to ship AI features twice as fast. We no longer lie awake worrying about what our LLM might say to a customer." — Head of AI, RetailNext Europe