(Liberal Voice Network) – In a move aimed at improving the efficiency of online shopping, Amazon has started experimenting with artificial intelligence (AI) to summarize customer feedback about products on its platform. By utilizing this technology, the e-commerce giant hopes to reduce the time consumers spend sifting through numerous reviews before making a purchase.
For instance, on the product page of Apple’s third-generation AirPods, Amazon’s AI feature now provides a concise summary of over 4,000 user ratings. The summary acknowledges that customers have praised the wireless headphones for their sound quality and battery life. However, it also highlights mixed opinions regarding performance, durability, fit, comfort, and value.
Accompanying the summary is a disclaimer that states, “AI-generated from the text of customer reviews.”
Amazon expressed its commitment to investing significantly in generative AI across all its businesses. This technology serves as the foundation for services like ChatGPT, which aims to enhance customer experiences.
While this endeavor represents Amazon’s latest integration of generative AI, its effectiveness has some limitations. Concerns have been raised about the tool’s ability to discern fraudulent or bot-generated reviews. Hayden, a commentator, questions whether the tool can adequately handle such situations, as “fake, non-customer reviews” may influence the summary. Amazon has yet to provide a response on this matter.
Other e-commerce companies, including Shopify and Instacart, are also leveraging generative AI to inform customers’ purchasing decisions. Additionally, eBay recently introduced an AI tool to assist sellers in generating product listing descriptions. Amazon’s CEO, Andy Jassy, emphasized the company’s continued heavy investment in AI technology across various consumer, seller, brand, and creator experiences in a letter to shareholders. Reports suggest that Amazon is developing ChatGPT-like search capabilities for its online store and plans to employ generative AI in home robots to facilitate conversational interactions. Dave Limp, senior VP of devices and services, expressed interest in incorporating generative AI into the virtual assistant Alexa, allowing users to engage with the technology more naturally and fluently.