Menu
June 15, 2023 : In a move to assist customers in finding the right products, Amazon has initiated a trial of an AI-powered feature within its shopping app. This feature leverages artificial intelligence to condense customer reviews into concise summaries. The summaries offer an overview of the positive and negative aspects mentioned by shoppers, with a disclaimer that they are “AI-generated from the text of customer reviews.”
For instance, a mobile listing for a children’s toy called “Magic Mixies” highlights positive feedback on various aspects such as its fun factor, appearance, value, performance, quality, charging, and leakage. However, the summary also acknowledges negative opinions expressed by most customers. Some buyers have expressed disappointment after paying over $100 for a toy that didn’t meet their expectations, while others have encountered quality and charging issues.
Mark Wieczorek, the technology chief of Amazon marketing agency Fortress Brand, was among the first to notice this new feature. Amazon has confirmed testing this AI-driven functionality but hasn’t shared specific details about the underlying models or techniques used to generate the summaries.
Amazon has long advocated AI and machine learning, utilizing these technologies to deliver targeted advertisements and personalized recommendations to shoppers. However, with the recent surge in interest surrounding generative AI and chatbots like OpenAI’s ChatGPT, companies, including Amazon, have intensified their focus on such technologies. In April, Amazon CEO Andy Jassy highlighted the potential of generative AI and large language models to revolutionize and enhance virtually every customer experience.
Using AI-generated summaries for customer reviews can benefit shoppers on Amazon’s vast online platform. With millions of products and reviews for each item, navigating the extensive content can be time-consuming. Amazon has previously introduced measures to streamline the review process, such as its one-tap ratings system that allows users to provide feedback without composing a full review. Moreover, some customers have even used chatbots to write their Amazon reviews.
Trustworthiness has long been a concern on Amazon, with the proliferation of fake reviews on the platform and other online marketplaces. Many companies, including Amazon, have employed a combination of human moderators and automated tools to combat this issue and filter out fraudulent reviews.
Also Read article : Unveiling the Game-Changing Secrets of Generative AI in Retail5
