Empathy Platform
Empathy Platform is an AI-powered search and discovery system for retailers’ online stores.
What Empathy Platform is
Empathy Platform is an AI-powered search and discovery system for retailers’ online stores. It combines keyword and semantic search to interpret shopper intent and help address queries that return few or no products. Discovery tools include Related Prompts, AI Related Tags, AI Next Queries, and AI Carousels. Merchandising controls let teams adjust product ranking and results-grid presentation without code, with analytics and search relevance metrics to review performance. Catalog tools include synonym suggestions, automated attributes, horizontal indexing, and catalog customizations.
Retailers can choose Empathy-hosted SaaS or Self-managed Components, deployed on their own infrastructure or using hosting options described by Empathy, including GCP, AWS, and Azure. Integrations listed include Adobe Commerce, VTEX, and custom or other commerce platforms. Web support uses an API-first open-source Vue.js frontend solution; iOS and Android apps are native. Empathy says its AI-assisted search uses private, self-hosted infrastructure and does not send shopper, catalog, or query data outside it or use that data to train external AI systems. Pricing is on request, and both service models are billed per query rather than per API call.
Good
- Combines keyword and semantic search.
- No-code controls for ranking and results-grid presentation.
- Offers catalog tools and search relevance metrics.
- Hosted and self-managed deployment options are available.
- Supports zero-result reporting and conversion tracking.
Watch out
- Pricing is available on request.
- Both service models bill per query.
- Image and voice search are not supported.
Who it suits
Empathy Platform suits medium to large retailers seeking commerce search, catalog controls, and merchandising tools. Self-managed Components are aimed at large enterprises wanting more control and customization.
Verdict
Empathy Platform brings search, discovery, catalog, and merchandising capabilities together for retailers. Its per-query billing and lack of image or voice search are worth considering alongside the deployment options.
Plans and prices
From Empathy Platform's own pricing page, checked 8 Oct 2026.
| Plan | Price | What it gives you |
|---|---|---|
| SaaS | Priced on request | Core search and discovery · Empathy-hosted multi-tenant cloud · Aimed at medium to large stores · Per query, not per API call |
| Self-managed Components (SmC) | Priced on request | Basic flexible package · Deploy on your own infrastructure or choose hosting options described by Empathy · Aimed at large enterprises seeking more control and customization · Per query, not per API call |
The facts
Each one read from Empathy Platform's own pages, with the date it was checked.
What it does
- AI-assisted discovery
- AI-assisted features include Related Prompts, AI Related Tags, AI Next Queries, and AI Carousels for query guidance and zero-result recovery.checked 8 Oct 2026
- AI privacy
- The maker says AI-assisted search runs on private, self-hosted infrastructure and shopper, catalog, and query data does not leave that environment or train external AI systems.checked 8 Oct 2026
- Catalog tools
- Catalog capabilities include synonym suggestions, automated attributes, horizontal indexing, and catalog customizations.checked 8 Oct 2026
- Deployment
- Customers can use Empathy-hosted SaaS or Self-managed Components, with self-managed deployments supporting GCP, AWS, and Azure.checked 8 Oct 2026
- Integrations
- The maker lists Adobe Commerce, VTEX, and custom or other commerce platforms; its VTEX integration includes a feed connector and storefront Pixel app.checked 8 Oct 2026
- Merchandising
- The platform provides no-code controls for product ranking and results-grid presentation, along with analytics and search relevance metrics.checked 8 Oct 2026
- Notable limitation
- Empathy states that both service integration models are billed per query rather than per API call.checked 8 Oct 2026
- Privacy compliance
- The maker states that Empathy complies with GDPR and CCPA and does not support image or voice search.checked 8 Oct 2026
- Privacy practices
- Empathy says its Tagging microservices use aggregate shopping patterns and do not store personal data such as user IDs, location, images, voice, or device and browser information.checked 8 Oct 2026
- Product
- Empathy Platform is an AI-powered commerce search and discovery engine for retailers.checked 8 Oct 2026
- Search features
- It combines keyword and semantic search to understand shopper intent and help reduce zero-result and low-result searches.checked 8 Oct 2026
- Support
- The maker directs customers to Empathy First Line Support at [email protected] and says its engineering teams assist self-managed customers with integration, infrastructure, disaster recovery, and updates.checked 8 Oct 2026
The company
- Founded
- 2012checked 28 Sep 2026
- Headquarters
- Gijón, Asturias, Spainchecked 28 Sep 2026
Where it runs
- Web and app support
- The implementation comparison describes an API-first open-source frontend solution for web using Vue.js and native iOS and Android apps.checked 8 Oct 2026
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