淘寶天貓提升多項商家策略 基於AI大模型升級店小蜜產品料6月上線
內媒報道,淘寶天貓昨日(9日)召開2024商家服務大會,將升級全新店舖綜合體驗評分標準、推出店舖標簽體系等多項策略,並為優質服務商家提供多種流量與權益扶持,幫助商家通過好服務獲得生意增長。
據悉,全新的店舖綜合體驗評分標準,將更關注與消費者求助有關的指標,新增「退款拒絕率」、「平台求助率」等;「退貨運費險」等影響消費者購物決策的優質服務,也會成為商家加分項。
在物流方面,淘寶天貓針對物流停滯、發貨速度等消費者痛點,將新增「軌跡異常率」、「承諾時效」、「送貨上門」等考核指標。
基於新的體驗評分標準,淘寶將在今年新增店舖標籤體系,提供好服務的店舖將被官方「打標」認證。新的標籤不僅包括體驗分數,還包括「平均發貨時長」、「破損包退」、「客服回覆時間」等多個影響消費者購物體驗的關鍵維度。
淘寶還將為優質服務店舖提供全域流量加持,在首頁商品推薦、商品搜索、廣告投放中對商家服務質量更高的商品及店舖做加權推薦。
此外,淘寶還基於AI大模型升級店小蜜產品,邀請商家測試,預計在今年6月實現全行業上線,幫助商家提升詢單轉化率與消費者滿意度。測試數據顯示,店小蜜基於大模型強化AI智能問答能力後,答案準確率提升至85%,能夠服務於售前導購、售後服務、數據洞察、接待質檢等各個環節。
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