Amazon uses artificial intelligence to summarize customer feedback on products

Amazon is taking advantage of artificial intelligence (AI) to simplify the process of reviewing customer feedback on its products, according to reports by CNBC. By experimenting with AI, the company aims to provide shoppers with summarized versions of user ratings. These summaries offer an overview of the positive and negative aspects of a product based on customer reviews. For instance, when examining Apple's third-generation AirPods, the AI-generated summary highlights positive feedback on sound quality and battery life. However, it also mentions mixed opinions on performance, durability, fit, comfort, and value.

As part of its commitment to generative AI, Amazon is incorporating this technology across all its businesses, including services such as ChatGPT. The incorporation of generative AI into its platforms is designed to assist customers in quickly evaluating the pros and cons of products. Nevertheless, there are concerns about the wording generated by the AI, as observed in the example of negative opinions about stability in the AirPods review. Some critics raise issues about the tool's ability to identify fraudulent or bot-created reviews, as well as its impact on the accuracy of the summaries.

Notably, Amazon is not alone in adopting generative AI. Other e-commerce companies like Shopify, Instacart, and eBay are also integrating this technology into their platforms. These companies recognize the value of generative AI in assisting customers in making well-informed shopping decisions. Furthermore, Amazon's CEO, Andy Jassy, has expressed the company's ongoing focus on investing in generative AI technology. This investment extends to various consumer, seller, brand, and creator experiences, with potential integration into search capabilities and home robots.