“What happens when over 3,000 employees globally spend a week innovating and reimagining the eBay experience? Magic. This is the word eBay’s Director of Innovation Programs, Nousheen Eslambolchi, uses to describe Hack Week — eBay’s annual week-long program aimed to cultivate new ideas and disrupt ecommerce.”
“Chief Architect and Vice President of eBay AI and Platforms Sanjeev Katariya said AI is woven into all aspects of its platform and touches every experience within eBay.
“We have over two decades of data and customer insights that we use to train our algorithms and make our AI smarter,” Katariya said. “Every time a user interacts with the marketplace, the AI learns and provides feedback so we can create a better experience.The advances have been accelerated by developments in deep learning that allows us — and others — to make longer strides in how we process data.”
Of particular interest to sellers: eBay is using artificial intelligence in search, personalization, recommendation systems, and insights and discovery – as well as computer vision, machine translation, and natural language processing.
“AI has become the key to understanding buyer behavior and removing friction to ensure we’re serving up the best experiences,” Katariya said.”
“Our [technique] can be immensely helpful, as out of 284,807 samples we can safely rule out 139,220 [transactions],” they wrote.
If you’ve purchased or sold something on eBay recently, you might have encountered the system in action. The researchers coyly noted that it was successful in picking out fraudulent transactions in data from an “ecommerce platform”
“And going beyond keywords to search for products, eBay launched eBay ShopBot for its users. The app runs on Facebook Messenger and lets shoppers interact with a chatbot using text message, speech or image. According to eBay, the goal of the app is to provide the services of a personal shopper by giving tailored search results.
Sunil Gopinath, CEO of Rakuten India, explains in an interview with Factor Daily that they use the same technology for different applications. Additionally, he said, “Out of over 70 services we have, almost 30 services will be enabled with AI chatbots by the end of . The objectives are to improve customer satisfaction significantly and also sales productivity. We’re partnering with IBM Watson to enable those AI chatbot engines.”
Working on artificial intelligence has brought improvements in customer service, according to the company (Flipkart). A report in the Hindu Business Line on the company’s net promoter score (a measurement of a customer’s likelihood of recommending a company’s services or products) claims an increase of 14 percent in the middle of 2017, growth of 14 percent in customer resolution and a drop of 25 percent in customer pain. The company attributes these improvements to chatbots that were launched in April 2017.”
Last week the retail conference Shoptalk, a veritable “who’s who” list of retail execs and industry experts, was held in Copenhagen, Sweden. The hands-down dominating consensus coming out of the conference was that artificial intelligence will play an integral role in traditional retail’s future success. “The clear takeaway is adapt or die….”, remarked one Shoptalk attendee.
EBay’s chief product officer put it like this…“It’s bigger than the web and the mobile revolution combined. By 2020 if we’re not engaged with this technology and making it a meaningful part of our businesses – we are braindead.”