The E-Commerce Revolution: Customer Reviews Summarised by AI

In the technology world, more and more brands and online businesses are incorporating artificial intelligence (AI) into their platforms. A good example of this is Newegg Commerce, an online retailer in the United States, which has announced the implementation of a ChatGPT-powered tool. What this tool does is provide keywords and brief summaries of customer reviews on the store's product pages.

The purpose of these AI-generated review summaries is twofold, as the company states in its official press release. On one hand, they aim to empower customers, helping them make more informed and effective purchasing decisions, and on the other hand, they allow manufacturers to identify potential improvement opportunities in their products.

This strategy promises to be highly effective, as it has the potential to increase Newegg's sales while also improving its search engine positioning (SEO). Furthermore, this move places this American retailer at the forefront of the competition, even ahead of Amazon. It is worth noting that Amazon announced in June that it was preparing an AI tool with similar capabilities, designed to summarise reviews and enrich the shopping experience for its users.

What is Newegg?

For context, Newegg Commerce, founded in 2001 and based in California, is one of the leading online retailers worldwide in the categories of PC hardware, consumer electronics, gaming peripherals, home appliances and automotive technology. They also offer e-commerce solutions for businesses, including marketing and supply chain management, all on one platform.

What is Newegg's new ChatGPT-based tool like?

You might think Newegg's new review tool is very complex, but in reality it is divided into two stages.

First, Review Bytes generates short phrases that point out the pros and cons of each product. ChatGPT analyses customer reviews, identifies key words and phrases, and creates brief summaries so customers can understand the key aspects of the product without needing to read the full review. In addition, customers can click on key words or phrases to access the full review.

Then there is SummaryAI, which generates longer paragraphs that detail the product's features based on customer reviews, providing more complete information about the opinions of multiple customers. Currently, these review summaries are only available when accessing Newegg's website from a computer and only appear for products with a minimum number of reviews, although this minimum has not been definitively set and may vary depending on usage and customer feedback. To maintain transparency and build trust among shoppers, Newegg clearly labels AI-generated content.

Let us look at a real example

Browsing the Newegg website, we found how they apply this new tool. We looked up a product with quite a few reviews, such as this 28" Gigabyte gaming monitor, available here. As you can see in the photo below, keywords are displayed, such as "great image quality", "4K resolution" or "colours and contrast", among others.

In the lower left, you can see the keywords identified by Review Bytes.

When you click on any of the keywords, the review section opens automatically, located a little further down the page. In this section, the pros and cons of the product appear, along with the SummaryAI section, where based on these keywords, a longer summary paragraph is created to make it easier to understand and help users better grasp the features and benefits of the product.

With just a glance, you can know the pros, the cons and a brief summary of the general opinion of the item in question.

What do you think? Very useful, right? With this tool, with just a quick glance you can learn the opinions of people who have purchased the product you were looking for in summary form (both positive and negative) and avoid wasting time navigating through an endless sea of reviews.

And saving customers time when deciding on a product and increasing confidence by being transparent is a great way to improve the conversion rate of your e-commerce. That is why customer reviews are so important.

If you want to make the most of the reviews your customers leave about your product or service to increase your online sales, write to us to assess your case and see if we can help you.