In a recent development, Amazon.com Inc. (NASDAQ:AMZN) is introducing an artificial intelligence tool to respond to customer queries about products. The AI tool is embedded in the Amazon mobile app and aims to simplify the shopping experience.

What Happened: When users ask a question about a specific product, the AI tool quickly returns a summarized answer, drawing from the product’s reviews and listing. The tool will not engage in conversations but can respond to creative prompts, CNBC reported on Tuesday.

It can also generate content in different styles, such as writing a haiku or emulating Yoda’s speech. If the tool encounters a query it cannot handle, it returns an error message.

Amazon spokesperson Maria Boschetti said, “We’re constantly inventing to help make customers’ lives better and easier, and are currently testing a new feature powered by generative AI to improve shopping on Amazon by helping customers get answers to commonly asked product questions.”

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This new feature is the latest in a series of AI tools Amazon has been implementing. The company began testing AI-generated summaries of product reviews in June and has since launched AI features for third-party sellers to assist in writing listings and generating ad photos. Amazon has also introduced “Q,” an AI chatbot for companies, and Bedrock, a generative AI service for Amazon Web Services customers.

Andy Jassy, Amazon’s CEO, noted in the company’s recent earnings call that generative AI is being used to forecast inventory and optimize last-mile routes for drivers. He believes that generative AI will revolutionize the customer experience and make it more accessible to developers and business users.

Amazon's Chief Security Officer Stephen Schmidt has also been at the forefront of this integration, seeing generative AI as a crucial tool in cybersecurity and supporting human staff. These tools, developed internally, include Code Whisperer, which identifies potential software vulnerabilities and suggests corrections.

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