Amazon Introduces AI-Powered Summaries of Customer Reviews
Amazon is utilizing generative-AI technology to provide summarized versions of customer product reviews on its shopping site. This feature, after months of testing, aims to enhance the shopping experience for users who prefer not to spend excessive time reading through numerous reviews.
In a post introducing the new feature, Amazon’s Vaughn Schermerhorn stated, “We want to make it even easier for customers to understand the common themes across reviews, and with the recent advancements in generative AI, we believe we have the technical means to address this long-standing customer need. It will assist shoppers on our site in quickly determining the opinions of other customers before delving into the reviews themselves.”
According to Schermerhorn, certain product pages will soon include a concise paragraph summarizing the key features and sentiments frequently mentioned in customer reviews.
To exemplify these AI-generated review highlights, consider the following snippet regarding an air purifier that Amazon tested in June: “This air purifier has earned considerable praise from customers in various areas. Many have applauded its ability to effectively cleanse the air and improve its quality, and some have even deemed it the best air purifying device. Customers appreciate its quietness and efficacy in eliminating odors, as well as its stylish appearance. However, opinions vary on its effectiveness in reducing allergies and asthma.”
Currently, this feature is available to selected mobile shoppers in the U.S. The AI-generated review highlights also enable customers to easily find reviews mentioning specific product attributes. As Schermerhorn explains, “For example, if a customer wants to know whether a product is easy to use, they can easily find reviews mentioning ‘ease of use’ by selecting the corresponding attribute under the review highlights.”
In 2022, approximately 125 million Amazon customers contributed nearly 1.5 billion reviews and ratings on the site. Unfortunately, some of these were either fake or paid-for reviews, which compromise the integrity of Amazon’s review system. Amazon acknowledges this issue and continues to invest significant resources to prevent the publication of such content. Schermerhorn emphasizes that the AI-generated review highlights solely rely on trusted reviews from verified purchases.
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Deepak Sen is a tech enthusiast who covers the latest technological innovations, from AI to consumer gadgets. His articles provide readers with a glimpse into the ever-evolving world of technology.
