Newegg, the popular online retailer specializing in PC components, is taking advantage of artificial intelligence (AI) to enhance its customer review system. Specifically, Newegg has introduced AI-generated summaries of customer reviews for select products on its platform. By analyzing the reviews, including pros and cons listed by customers, the AI generates its own concise summary along with a list of pros and cons.
Initially, Newegg is testing this feature on three products: the Gigabyte RTX 4080 Gaming OC, MSI Katana laptop, and Ipason gaming desktop. However, there have been some issues with the AI-generated summaries. For instance, the summary for the MSI Katana laptop contradicts itself by recommending it for both beginners and high-performance seekers. Moreover, while the summary for the Ipason desktop does list some pros and cons, it fails to address a common complaint about the desktop’s 1TB hard drive being formatted as three separate drives.
In addition to the summaries, Newegg is now displaying review bytes below product photos. These are brief quotes extracted from the AI-generated reviews. However, there is no indication that these quotes are AI-generated, which could mislead consumers.
It is important to note that the AI is not creating reviews from scratch but rather serving as a substitute for reading through potentially more nuanced customer reviews. The uniqueness of individual experiences should not be discounted. For example, in the case of marketplace items like the Ipason desktop, the AI-generated review overlooks crucial factors such as customer service and support.
Digital Trends reached out to Newegg to inquire whether this feature will be rolled out extensively or limited to specific items, but a response is still pending. While the summary feature proves somewhat useful for products like the Gigabyte RTX 4080 Gaming OC, it indeed has some flaws. For example, it mentions a con related to a defective power adapter but does not provide any additional details, overshadowing the numerous pros listed in the AI-generated summaries.
One concern arises when marketplace items are involved, as the potential for fake reviews becomes higher. Determining the authenticity of customer reviews can be challenging, even with verified badges. Research by the UK government suggests that up to 15% of reviews on Amazon may be fake. This could explain why Amazon has yet to release its own AI-driven summary tool.
It is crucial to understand that customer reviews should not serve as the sole basis for making purchasing decisions, and relying on AI-generated summaries may further erode their reliability.
In conclusion, while Newegg introduces AI-generated customer review summaries for select products, there are certain drawbacks and limitations associated with this approach. The effectiveness of AI-generated summaries should be carefully considered, and customers should continue to rely on a comprehensive evaluation of reviews for informed decision-making.
