Amazon is using generative artificial intelligence (AI) to summarize customer reviews for its customers. The new feature, called “Customer Review Highlights,” uses AI to synthesize customer reviews into a short paragraph on the product page detailing information about the item. The tool will only feature reviews from verified purchases, according to Amazon.
The company is piloting the tool for select U.S. mobile customers across various products. It plans to expand the tool across more categories and offer the feature to more customers in the coming months.
The use of generative AI for customer review summarization is a new development in the e-commerce industry. It has the potential to make it easier for customers to find the information they need about products, and to help them make more informed purchasing decisions.
Here are some of the benefits of using generative AI for customer review summarization:
- It can help customers save time by summarizing the key points of a large number of reviews.
- It can help customers find the information they need more quickly, by highlighting the most relevant reviews.
- It can help customers make more informed purchasing decisions, by providing a more comprehensive overview of the product.
Of course, there are also some potential challenges associated with using generative AI for customer review summarization. For example, the AI model could be biased or inaccurate, or it could generate summaries that are not relevant to the customer’s needs.
The use of generative AI for customer review summarization is a promising development that has the potential to improve the e-commerce experience for customers. However, it is important to be aware of the potential challenges associated with this technology before using it.