Ina Steiner EcommerceBytes Blog
News and insight focusing on ecommerce.
by Ina Steiner, Editor of EcommerceBytes.com
Mon June 12 2023 23:42:45

What If eBay Used AI to Summarize Seller Feedback?

By: Ina Steiner

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Amazon is summarizing product reviews in a new section on product pages using generative AI (artificial intelligence) in what appears to be a test. 

CNBC published an example of a toy sporting the new section; 85% of reviews submitted by customers about the toy were 4- or 5-star reviews, with a 4.4 average rating - yet the AI-generated summary reportedly stated that "the majority" of customers had expressed *negative* opinions about the product.

Companies are racing to use generative AI to replace human curation and support functions - including eBay.

We wondered what would happen if eBay got the same idea as Amazon, but applied it to seller feedback.

Imagine in such a scenario if the summary of an eBay seller's feedback was misleading or wrong as a result of poor AI programming or implementation.

And would Etsy be any better at being up to the task?

Based on what you've seen so far when it comes to online marketplaces, do you think they can implement generative AI to cull through reviews and summarize them in a way that honestly portrays customer experiences with the product or seller?



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Perminate Link for What If eBay Used AI to Summarize Seller Feedback?   What If eBay Used AI to Summarize Seller Feedback?

by: Snapped This user has validated their user name.

Tue Jun 13 04:23:05 2023

“ Imagine in such a scenario if the summary of an eBay seller's feedback was misleading or wrong…”

Lock AI in the prison of an infinite loop - it isn’t needed for this ‘concern’ to be manifest.  The moment eBay made their first ‘adjustment’ - and summarily began rejecting those that actually merited it - then endorsed and weaponized such subjective assessments as being objective measures of ‘trust’, the ‘accuracy’ of FB as a trustworthy metric evaporated.  

Unleashing an unreasoning AI into that jellied mass of emotion and entitlement now will only serve to further obfuscate ability to bring human accountability to bear when unjust sanction or avoidance is inevitably triggered by inherently permitted inaccuracies, then further amplified by some automated “summary”.

Maybe that’s the whole idea.

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This user has validated their user name. by: Rexford

Tue Jun 13 05:31:35 2023

"do you think they can implement generative AI to cull through reviews and summarize them in a way that honestly portrays customer experiences with the product or seller?"

No     But if saves them even a nickel they will implement it.

Why?  "to replace human curation and support functions".

Perminate Link for What If eBay Used AI to Summarize Seller Feedback?   What If eBay Used AI to Summarize Seller Feedback?

This user has validated their user name. by: The End

Tue Jun 13 07:17:18 2023

It occurs to me, people looking to create a substitute for humans (AI).....
NEED A LIFETIME DOSE OF HEAVY HEAVY PSYCHIATRY.
Or just put them down BEFORE they destroy the place.

Perminate Link for What If eBay Used AI to Summarize Seller Feedback?   What If eBay Used AI to Summarize Seller Feedback?

by: Alfacar This user has validated their user name.

Tue Jun 13 10:28:55 2023

The One thing I would like is that Ebay leaves feedback automatically if feedback is not left on the last day of deadline. Many buyers I have get item through shipper who doesn’t leave feedback. Some buyers forget and some think it is not important. Some buyers check out as guest or on brand new account that they never use again.  I have over 2k items sold yet got 1/3 feedbacks. No Ebay should not be soliciting feedback because it sometimes invites complaints to get partial refunds. They should do what Mercari does. Feedback is important - it shows experience/volume of sales etc.

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This user has validated their user name. by: toolguy

Tue Jun 13 11:38:29 2023

Name change for "AI" from:

Artificial Intelligence

to

Asinine interference

Perminate Link for What If eBay Used AI to Summarize Seller Feedback?   What If eBay Used AI to Summarize Seller Feedback?

by: pace306 This user has validated their user name.

Tue Jun 13 13:52:08 2023

What If eBay Used AI to create s cohesive business plan?

Perminate Link for What If eBay Used AI to Summarize Seller Feedback?   What If eBay Used AI to Summarize Seller Feedback?

by: Vigilant Eye On eBay This user has validated their user name.

Tue Jun 13 15:54:43 2023

With the bulk of their product reviews being subjective, rather than objective, Amazon, who aggregates reviews for similar, but not identical SKU numbers is now summarizing its product reviews using AI?

Perminate Link for What If eBay Used AI to Summarize Seller Feedback?   What If eBay Used AI to Summarize Seller Feedback?

by: Snapped This user has validated their user name.

Tue Jun 13 16:51:55 2023

“ What If eBay Used AI to create s cohesive business plan?”

Too risky.  First thing it would likely do is ‘furlough’ the C-suite.  For cause.  

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by: ScottLBrown This user has validated their user name.

Fri Jun 16 08:32:03 2023

It is the sellers job to review each Feedback and take action.
What is AI going to do that benefits either side?

Our CS teams already have policies and procedures to handle the issues and 99.5% of the time the customer gets a win out of it.  We did that because it's the right thing to do.  Best interest of the customer for long term retention. Cheaper to retain than to acquire anew.

Lastly, why are we using the words AI? There is nothing ARTIFICIAL involved here. It would simply be an algorithm reviewing existing data and curating/tallying the feedbacks in some way while design artists decide how it will appear on a site most soothing to viewer.  That's CODE not AI.  



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