The client is a brand innovation company dedicated to restoring authentic connections between brands and people. Brand Sapiens was born out of a desire to rebuild trust and loyalty by turning brand identity into a living, empathetic AI experience.

Brand Sapiens is an AI platform that enables brands to express their identity through consistent, brand-native conversations. It captures a brand’s tone, values and behavioural principles and applies them across every interaction.

As the concept evolved from strategy into product, the team engaged us to help design and build a scalable platform ready for real-world use.

The idea was first validated through an early single-client prototype. It established a clear benchmark for conversational quality and brand alignment.

The first full MVP was then developed for a high-end luxury retail client. This was the product’s first real user, with exceptionally high expectations around tone, polish and brand fidelity.

At the same time, the platform needed to support multiple brands with distinct personalities. It also needed to remain secure, flexible and scalable.

We delivered a full-stack, multi-tenant SaaS platform that enables the assistant to function as a direct extension of each brand.

Each brand operates within its own dedicated environment, enabling a distinct identity and experience while remaining part of a single, scalable platform.

For the first high-end luxury retail tenant, the entire experience, from interface design to interaction patterns, was tailored to reflect a premium, restrained and polished brand presence. This approach now enables onboarding new brands without compromising quality or consistency.

Architecture

The platform is powered by OpenAI models and designed with brand identity embedded at its core.

Each tenant is isolated across UI and configuration. Brand documentation, tone guidelines and user corrections are stored as vector embeddings using PostgreSQL and pgvector, forming a shared knowledge and feedback layer.

At runtime, the system retrieves the most relevant context dynamically. This allows the assistant to respond with the right tone and intent, while keeping the platform scalable and maintainable.

Brand personas

Brand personas within Brand Sapiens are created using a layered approach that balances structure with adaptability:

• Personality – defining tone, emotional range and communication style
• Culture – embedding brand values, beliefs and behavioural norms
• Intelligence – guiding decision-making, empathy and advisory behaviour

These layers are implemented through structured prompts combined with dynamically retrieved context, ensuring consistent behaviour without limiting responsiveness.

Model orchestration

Large language models offer strong expressive capabilities, but predictable and brand-safe behaviour requires careful orchestration.

We iterated on instruction structure, context layering and the interpretation of tone guidelines. The goal was high conversational quality with repeatable, governed outcomes across use cases.

Using the original concept implementation as a benchmark, the platform was refined until it delivered comparable expressiveness with significantly improved predictability and scalability.

Brand Sapiens is now operating as a production-ready, multi-tenant SaaS platform. It is ready to support multiple brands within a single, scalable foundation.

The platform’s first real-world deployment is with a high-end luxury retail client. The assistant is currently used internally in a controlled beta phase, with plans to expand adoption across the organisation.

Compared to the original concept implementation, the platform delivers:

• comparable conversational quality
• significantly improved consistency, governance and control
• a scalable foundation for onboarding new brands without rework

More importantly, the assistant operates as a true extension of the brand. It represents how the organisation thinks, communicates and engages, not simply how it answers questions.