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Etaily’s AI tool helps improve e-commerce customer service

Posted on by darion

Etaily, an end-to-end omnichannel e-commerce provider, uses OpenAI’s GPT models to automate customer review responses. AI-powered custom response tool reduces manual effort and increases business efficiency.

Etaily will deploy the custom response tool in Singapore and the Philippines as part of its comprehensive digital commerce management services. The tool is a key element of the broader Etaily suite, designed to manage various aspects of e-commerce operations.

“By automating our review responses, we are not only improving our business, but also paving the way for sustainable growth and better customer service,” said Alexander Friedhoff, CEO of Etaily.

The custom response tool uses generative AI to analyze review context and generate customized responses. It has been trained on historical data to ensure consistent and personalized customer communication. The tool solves simple queries using an extensive FAQ knowledge base and handles more complex questions through advanced natural language processing.

Etaily Clarity Package

Since implementation, the tool has handled 500,000 reviews, reducing the number of hours of manual work previously required.

As part of the Etaily Clarity suite, the custom reply tool integrates with platforms such as 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 spanning content, order fulfillment, warehousing, logistics, marketing and data analytics.

Friedhoff founded the company in 2020 to empower global consumer brands through a holistic e-commerce system. She has processed over 30 million orders and manages e-commerce operations for well-known brands such as Crocs, Samsung and Skechers.