Amazon has unveiled a new feature that uses AI to create and display summaries of customer reviews on their product pages.
Scrolling through multiple reviews to try and understand if a product is worth buying can become tedious. However, Amazon’s latest development aims to rectify that and enhance shoppers’ experience by helping them quickly understand the key points and overall feedback of the product through a short paragraph. Additionally, it provides viewers with keywords for distinct product attributes, such as its ease of use.
Amazon announced this latest development in a blog post in August. “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,” the blog post read.
According to their post, this new feature is currently available to “a subset of mobile shoppers” in the US for a broad selection of products.
The novelty of this development is a clear indication of how Amazon is adapting itself to this fast-paced, technologically driven world. It will undoubtedly enhance customer experience and improve interest in products with positive reviews.
However, Amazon’s AI-powered development may have some downsides as well. Summarizing product reviews may lead to an oversimplification of product problems by overlooking subtle nuances that customers may be specifically searching for. Additionally, the possibility of AI highlighting one negative feature despite a high average rating may cause customers to dismiss a potentially good product. Accidental misconceptions or inaccuracies may also be unfair to sellers.