Tech-focused e-tailer Newegg has announced that it has deployed ChatGPT to improve customers’ shopping experience. Newegg has deployed ChatGPT by integrating it into multiple services including PC Builder (currently in the Beta phase), Website Text, Customer Service Chat, and Customer Email Subject Lines. ChatGPT will also help with SEO (Search Engine Optimization) by providing offsite content to search engines like Bing and Google.
Newegg is clearly not holding back in its efforts to use the new AI in as many customer support applications as possible. From helping customers pick the right part for their needs to aiding in the correct subject lines for requesting further support and even offsite content generation, the company is looking for as many ways as it can to have ChatGPT act as an intermediate in communications between it and its customers. Even though Newegg has deployed ChatGPT already the company has stated this project is still in its early phases but expects the benefits of its use to be substantial.
Press Release (via TechPowerUp)
“We’re always evaluating our e-commerce technology to ensure we’re providing the best customer experience. Through testing, we’ve proven that ChatGPT has a practical use for Newegg based on the added quality and efficiency it creates,” said Lucy Huo, Vice President of Application Development for Newegg. “We deployed ChatGPT to improve content both on-site and off-site to help customers find what they want and elevate their experience. AI doesn’t replace employees, but it adds resources so employees are available to handle more complex projects. We’re still in the early phases of AI but the benefits for e-commerce may be substantial.”
Newegg has started using ChatGPT for:
- PC Builder shopping tool, which helps customers select components to build a desktop PC
- Optimizing text content throughout the Newegg website
- Customer service chat
- Customer email subject lines
- Search Engine Optimization
PC Builder
ChatGPT is now included in Newegg’s PC Builder, an online shopping tool launched in June 2020 that helps customers discover compatible parts so they can build a desktop PC system with their preferred specifications and budget. Currently in beta, the AI-based search feature enables customers to enter their desired PC attributes into a search bar for ChatGPT to evaluate and recommend PC component configurations. In addition to ChatGPT search, PC Builder still offers set selections: the intended PC use, processor, graphics card and price range.
Website Text
Newegg uses ChatGPT to modify text throughout its site to help customers browse and discover tech products. These functions include suggesting content for product detail page titles, summaries and descriptions.
Customer Service Chat
In Newegg’s customer service chat, ChatGPT can help customers get the best available answers and alert Newegg staff to resolve concerns when necessary. The benefits of using ChatGPT in customer service are using chatbots that more accurately replicate human understanding and interaction, which provides customers with a more informative and satisfying session to resolve their questions and concerns. ChatGPT can handle more customer topics than previous chatbots, which helps customer service representatives save time by focusing on complex customer issues.
Customer Email Subject Lines
Customer email subject lines are generated and tested using ChatGPT to improve open rate. The AI suggests subject lines based on analytical data for consideration.
Search Engine Optimization
For Newegg’s search engine optimization (SEO), ChatGPT helps create on-site text and descriptions that can improve customers’ shopping experiences by generating targeted content. Off-site, ChatGPT provides succinct content welcomed and more friendly for search engines like Google and Bing, helping customers navigate to the best Newegg product pages.