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Alibaba’s Taobao and Tmall Group pushes new AI tools to boost merchants’ service to consumers in first major move after leadership reshuffle
- The Taobao and Tmall Group’s AI initiative is geared towards helping merchants improve their services and attract new customers
- An AI-upgraded customer service chatbot, Dianxiaomi, is expected to be available to all Taobao and Tmall sellers by June
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Ben Jiangin Beijing
Alibaba Group Holding’s main e-commerce unit is now beta testing artificial intelligence (AI) tools and functions for merchants on its Chinese online shopping sites, marking the first major move at the enterprise since a leadership reshuffle in December.
The Taobao and Tmall Group (TTG) unveiled the new AI features, which are designed to improve services and attract new customers, at its “sellers’ conference” held on Tuesday in Hangzhou, capital of eastern Zhejiang province and home base of South China Morning Post owner Alibaba.
TTG said AI models would be employed to transform Dianxiaomi, a customer service chatbot, to enhance seller-consumer interaction. That will include tasks such as pre- and post-sales service, data analysis and other online sales activities.
The updated Dianxiaomi, which is currently undergoing tests with a select group of sellers, will be made available to all merchants by June, according to TTG. It said the accuracy rate of Dianxiaomi’s response time has so far improved to 85 per cent.
TTG also vowed to provide “quality merchants” more exposure to consumers, from the homepage to advertised search results, TTG announced at the event.
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