Zalora integrates AI for enhanced customer experience

AI also helped the company in automating production services.

Zalora announced the integration of OpenAI (artificial intelligence) into its platform to improve customer experience as well as its back-end business operations.

In a statement, Zalora said OpenAI Titan improved the existing search and discovery experience of customers as it could handle a wider array of spelling variations and errors, reducing the zero search results. This increased its conversion rate by 4% to 6%.

The e-commerce platform added that OpenAI could also help in the automation of production services related to tagging product attributes, reducing hours of manual entry and dependency on third parties.

ALSO READ: How personalisation boosted Zalora’s consumer engagement

Zalora is also in the early phases of development for its conversational shopping assistant, leveraging its customer data. It is targeted to launch in late-2023.

Using generative AI can improve smarter customer service as it will enable the automatic answering of customer questions and resolving issues.

Aside from this, the e-commerce platform is also in the initial planning stage of integrating OpenAI in its warehouse management system for planning, forecasting, and picking algorithms as early experiments show that this improves forecasting accuracy by 30% to 50%.