Business Case Studies & Business Publications

Building AI Capabilities: Flipkart

Venkatesan, Rajkum...

Case

Building AI Capabilities: Flipkart

Venkatesan, Rajkumar; Kemp, Bianca; Klopfenstein, Amy

M-1069 | Published June 11, 2025 | 5 Pages Case

Collection: Darden School of Business

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This is the second in a series of three short cases that profile how companies built their AI capabilities ("Building AI Capabilities: Yum! Brands," UVA-M-1068; "Building AI Capabilities: Flipkart," UVA-M-1069; and "Building AI Capabilities: CFA Institute," UVA-M-1070). An abridgement of “Flipkart: Reimagining the Digital Customer Experience” (UVA-M-1047), this case explores how Flipkart, an India-based e-commerce company, integrated AI tools into its operations. After recognizing that language barriers were limiting the company’s customer growth, the company launched an initiative to develop AI-driven translation tools. Flipkart’s AI journey consisted of acquiring a voice-to-text translation start-up, bolstering its in-house AI team, and building AI products internally. The conclusion of the case profiles the business impacts of Flipkart’s AI investments as of late 2022.