Newegg streamlines customer reviews with ChatGPT
Newegg Commerce Inc. continues to find new ways to engage customers using the ChatGPT artificial intelligence (AI) model.
The global technology e-commerce retailer is now summarizing customer reviews through AI. Using ChatGPT, an AI model which interacts with users in a conversational style that mimics human interaction and uses machine learning (ML) to continually refine and improve its responses, Newegg now offers concise summaries of customer reviews on product pages.
Previously, Newegg customers relied on average product ratings to gauge customer sentiment. But leveraging ChatGPT, Newegg analyzes all reviews and uses AI functionality to extract key terms and phrases to generate synopses it calls “Review Bytes.” The Review Bytes highlight product owners’ opinions of their likes and dislikes of each product, without requiring shoppers to read full reviews.
By clicking on each Review Byte, customers can gain access to the full reviews from which the information originated. In addition, a paragraph summary called SummaryAI provides sentences to elaborate on key points from customer reviews.
These features are currently available only on Newegg’s desktop website for products with a minimum number of reviews.
“With Newegg’s deep commitment to leveraging generative AI to improve the customer experience, offering ChatGPT-powered customer review summaries is the latest addition of our cutting-edge AI toolset,” said Andrew Choi, director of brand and website experience for Newegg. “The process of analyzing relevant information to make a purchase decision can be arduous. Viewing valuable customer feedback efficiently should remove some of the friction that shoppers encounter.”
Newegg integrates ChatGPT
Newegg has also utilized ChatGPT to support several other digital offerings. For example, the e-tailer recently introduced a ChatGPT plug-in for the Newegg PC Builder, its one-stop online shop for designing and building custom PCs. Newegg also has rolled out Home Showcase, an interactive online shopping experience for home products.
Newegg developed Home Showcase with Stable Diffusion AI (a text-to-image AI model) to improve product photos to illustrate features for customers and ChatGPT to create product descriptions and text on abbreviated quick view pages.
The retailer also utilizes the ChatGPT AI model to continually refine and improve its responses, in a number of key customer-facing areas of its site. These include the PC Builder shopping tool, as well as to optimize text content throughout its website and to transform customer service chat, customer email subject lines, and search engine optimization.
Founded in 2001 and based in the City of Industry, Calif., Newegg Commerce Inc. is a global online retailer for PC hardware, consumer electronics, gaming peripherals, home appliances, automotive and consumer technology.