Secondhand retail platform eBay is tapping agentic AI to enhance its customer search experience, according to a report by Retailtouchpoints.
The online retailer has rolled out AI-powered chatbots and conversation and interactive agents to offer personalized product recommendations to shoppers.
A select number of US shoppers have access to the tool, with eBay planning to expand the AI features across the country.
Mazen Rawashdeh, CTO at eBay said: “With almost 30 years of experience serving our customers and backed by our vast technology infrastructure, eBay is uniquely positioned to fuel AI-driven personalization and automation.
“These agentic AI advancements help us to better serve our customers with efficiency and a deep understanding of their needs.”
The new tool is designed to help shoppers by responding to requests through messages and offering recommendations based on customers’ product preferences.
The firm has teamed up with Responsible AI’s team to ensure that the new tool adheres to standards of online safety and transparency.
It joins the number of online retailers investing in AI tools to improve their customer experience, with a recent study revealing that e-commerce retailers in the US spent over $400k on AI tools in 2024.
Etsy also launched AI tools to enhance its customer experience and perform tasks including creating push notifications, personalized notifications, and personalized homepages.
However, a recent survey revealed that shoppers have a growing concern over the use of AI tools in retail, with 71% of US consumers expressing worry about some AI tools.
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