Growing AI Use Marks This Year's Double 11 Shopping Gala But Human Touch Remains Crucial

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With artificial intelligence deeply embedded in this year's Double 11, helping vendors streamline their operations and making shopping more convenient for consumers, humans still…

(Yicai) Nov. 12 -- With artificial intelligence deeply embedded in this year's Double 11, helping vendors streamline their operations and making shopping more convenient for consumers, humans still remain in control during the online retail festival in China, according to industry insiders.

The use of AI use in Double 11 is not fragmented as in previous years, Guo Tao, an angel investor and veteran AI expert, told Yicai. Major e-commerce platforms have put AI shop assistants in key roles on their sites and enabled data interoperability across large language models, product information, and promotional offers, allowing AI to make recommendations based on user preferences and calculate the best discounts, Guo noted.Many vendors have also incorporated AI tools into their operations, Guo noted. “AI is no longer simply helping merchants cut costs, but it also contributes to identifying user needs and driving transaction conversions," Guo said.

AI has become a core operating system for Yaowang Technology, said Shao Qin, vice president of the Shenzhen-listed livestream sales and digital marketing services provider. From pre-broadcast preparation to post-broadcast review, AI has shortened the workflow and boosted efficiency, Shao noted.

For example, AI cut the time needed for product selection, quality control, and content planning from seven days to just one to two days, while analysis of broadcast outcomes, previously based solely on human judgment and experience, is now AI-powered and multidimensional, Shao said.

A notable shift for Qianxun during this year's Double 11 operations was that AI evolved from an auxiliary tool used sporadically into a routine element, according to a senior executive at the multi-channel network agency. AI has entered more livestream sales segments, benefiting hosts, customer service teams, and supply-chain teams, the person said.“Our principle is clear,” he stressed.

Customer service is where AI delivers the most surprising results, the executive…

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