Alibaba Group Holding’s e-commerce unit, TTG, is piloting new artificial intelligence (AI) tools on its Chinese online shopping platforms to enhance services and attract more customers. The AI features were unveiled during TTG’s “sellers’ conference” held in Hangzhou. One of the key enhancements is the upgrade of Dianxiaomi, a customer service chatbot, which will now utilize AI models to improve seller-consumer interaction, pre- and post-sales service, data analysis, and other online sales activities. The updated Dianxiaomi is currently in beta testing with a select group of sellers and will be made available to all merchants by June.
TTG also announced its commitment to provide “quality merchants” with increased exposure to consumers. This includes showcasing these sellers on the homepage and in search results, aiming to boost their visibility and sales. The adoption of AI tools by TTG demonstrates the company’s effort to stay competitive amidst rising competition from JD.com and emerging platforms like Pinduoduo and Douyin.
This move comes shortly after the appointment of Eddie Wu Yongming as the new CEO of TTG and the promotion of six millennial executives to lead key departments within the company. Earlier, Alibaba’s international B2B wholesale marketplace, Alibaba.com, had also introduced an AI tool to automate client-facing operations for its merchants.
During the sellers’ event, TTG revealed internal statistics showing that five-star-rated sellers enjoy significantly higher repurchase rates compared to certain 3-star stores on the platform. To further enhance consumer experience and trust, TTG plans to launch a new rating system for online shops that will include indicators related to consumer services, such as the “rejection rate of refund requests” and “platform intervention rate.”
Alibaba Group’s TTG is making significant strides with the integration of AI tools to improve seller-customer interactions and provide merchants with greater exposure. These efforts are crucial in maintaining a competitive edge in the rapidly evolving e-commerce landscape.
The source of the article is from the blog procarsrl.com.ar