Digitec Galaxus answers product questions with AI
The online retailer Digitec Galaxus has integrated artificial intelligence (AI) into its community process to answer product-related questions more quickly. Questions that the AI cannot answer are forwarded to the community as usual.
The Galaxus teams Rivendell and Nightingale have integrated artificial intelligence into the community process. The aim is to answer product-related questions more quickly, writes Digitec Galaxus in a press release. The AI first checks whether it can answer the questions and then provides an answer directly. If customers are satisfied with the answer, it will be visible to everyone in the community.
The new feature is only suitable for questions that can be answered immediately from the data. The AI scans the store data from Galaxus, but also takes information from other sources and indicates this in the respective answer.
Above all, the AI can answer product-specific questions such as "What cable connection does this cell phone have?" or "From what age can children play with it?". The AI should also be able to answer questions about the scope of delivery. However, the AI cannot answer human experiences with the product or questions about prices.
This is not the first AI function that Digitec Galaxus has used in its online store. In spring, for example, the online retailer introduced an AI-generated overview of product reviews. Other Swiss online retailers are also experimenting with the technology. Brack.ch, for example, introduced an AI-based chatbot in the fall of 2023.
