Amazon Unveils AI-Driven Summaries for Customer Reviews
By: Pragati Kakran
In a move towards enhancing the shopping experience, Amazon has rolled out an innovative capability that employs artificial intelligence to craft concise summaries of customer reviews showcased on product pages. This novel feature has been designed to offer swift comprehension of overall product sentiments and key takeaways, aiding potential buyers in making informed decisions.
Initially accessible to a select segment of mobile shoppers within the United States, this feature spans a diverse range of products. Amazon’s announcement on Monday suggests the possibility of future expansion to a broader audience.
Amazon CEO Andy Jassy, in alignment with the company’s commitment to advancing generative AI applications, articulated the significance of this initiative earlier this month.
The functionality of this new feature revolves around generating succinct paragraphs highlighting frequently mentioned product attributes and customer opinions extracted from written reviews. Additionally, it includes predefined keywords pertinent to specific product characteristics, allowing customers to delve deeper into aspects like usability with a simple tap.
It’s noteworthy that the summaries exclusively draw upon validated purchases from Amazon’s trusted review repository. This ensures that customers can promptly gauge community sentiments without extensive scrutiny. Vaughn Schermerhorn, Amazon’s Director of Community Shopping, reiterated this assurance in the company’s official communication.
A preview of this feature was previously unveiled through a CNBC report. In an illustrative example featuring a children’s cauldron toy named “Magic Mixies,” the AI-generated summary highlighted aspects like “fun factor, appearance, value, performance, quality, charging, and leakage.” While certain customers appreciated these qualities, the summary underscored a prevailing sentiment that the toy’s price point of $100 was perceived as excessive. Moreover, it touched upon quality and charging concerns encountered by customers.
Amazon iterates that these AI-driven customer review summaries are rooted in authentic customer feedback. The company contemplates potential expansion to additional product categories and a wider customer base in the upcoming months.
