End-to-end omnichannel e-commerce provider Etaily leverages OpenAI’s GPT models to automate responses to customer reviews. The AI-powered Custom Reply Tool promises to reduce manual effort and enhance business efficiency.
Etaily will be rolling out the Custom Reply Tool in Singapore and the Philippines as part of its comprehensive digital commerce managed services. The tool is a key component of Etaily’s broader suite, designed to manage various aspects of e-commerce operations.
“By automating our review responses, we are not only improving our operations but also paving the way for sustained growth and enhanced client service,” said Alexander Friedhoff, CEO of Etaily.
The Custom Reply Tool employs generative AI to analyze review context and generate tailored responses. It has been trained with historical data to ensure consistent and personalized customer communication. The tool addresses simple queries using an extensive FAQ knowledge base and handles more complex questions through advanced natural language processing.
Etaily Clarity suite
Since its deployment, the tool has managed 500,000 reviews, cutting down the manual hours previously required.
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As part of the Etaily Clarity suite, the Custom Reply Tool integrates with platforms like Shopify, TikTok Shop, Lazada, Shopee, and Zalora, as well as advertising giants Facebook, Google, and TikTok. This integration facilitates a unified approach to e-commerce management, covering content, order fulfillment, warehousing, logistics, marketing, and data analytics.
Friedhoff founded the company in 2020 to empower global consumer brands through its holistic e-commerce system. It has processed over 30 million orders and manages the e-commerce operations for notable brands such as Crocs, Samsung, and Skechers.