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Etaily to advance e-commerce customer service with launch of new, AI-powered custom reply tool

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Azunta Gaviola

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3 weeks ago

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Singapore – Etaily, an end-to-end omnichannel e-commerce provider, has recently unveiled the introduction of its new AI-powered custom reply tool that uses open AI’s GPT models from automated responses to customer reviews. This strategic tool aims to minimise manual effort and further enhance business efficiency. 

In this launch, the said tool will also be rolled out across Singapore and the Philippines as part of the company’s digital commerce managed services. The tool is a fundamental component of Etaily’s extensive suite, designed to manage various facets of e-commerce operations.

Moreover, the custom reply tool leverages generative AI to analyse review context and create customised responses. It has also been trained with historical data to ensure consistent and personalised customer communication. 

The tool further addresses simple queries using an extensive FAQ knowledge base and handles more complex questions through advanced natural language processing.

Talking about the initiative, Alexander Friedhoff, chief executive officer at Etaily, said, “By automating our review responses, we are not only improving our operations but also paving the way for sustained growth and enhanced client service.”

The custom reply tool is part of the company’s Clarity Suite integration with platforms such as Shopify, TikTok Shop, Lazada, Shopee, and Zalora. This integration also includes advertising firms like Facebook, Google, and TikTok. This move facilitates a unified approach to e-commerce management, covering content, order fulfilment, warehousing, logistics, marketing, and data analytics.

Since its implementation, the tool has already managed 500,000 reviews, significantly reducing the manual hours previously required. 

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