Company news

AI supports the Community with product-related questions

19/9/2024

Translation: machine translated

Galaxus integrates artificial intelligence into the Community to answer your questions faster. The AI only answers what is evident from the product data. All questions that the AI cannot answer with certainty are passed on to our Community.

Galaxus is not just an online shop and magazine, but also a Community. That's why our Community team takes care of all your questions about our products or related topics. Our customers are often even quicker than our team and you can answer your questions and discuss them with each other. This is what the Community at Galaxus and Digitec thrives on.

However, sometimes you have to wait several hours or even a day or two for an answer, even though the answer could actually be delivered quickly. We wanted to change this, so the Galaxus teams have integrated Rivendell & Nightingale Artificial Intelligence into the Community process. For each of your questions, the AI checks whether it can answer the question. If it can, you will receive the answer directly. If you accept this answer, i.e. if you are satisfied with it, then both your question and the AI answer will appear in the Community for everyone to see. But if the AI cannot answer the question, or if the answer is not sufficient for you, then the question will go into the public Community as usual and will be answered by us or the Community members.

Which questions can the AI answer and which not?

The AI mainly answers product-specific questions, for example: "Which cable connection does this mobile have?" or "From what age can children play with it?". The AI should also be able to answer most questions about the scope of delivery or comparative questions about other products. Questions relating to human experience with the product or questions about prices, release dates, etc. cannot be answered by the AI. The Galaxus Community will continue to depend on your participation as a customer. Our new feature is really only intended for questions that can be answered immediately from the data available. The AI scans the Galaxus shop data, but also checks external sources. In the respective answers to your question, you will be shown which sources the AI has used.

Are you active in our Community? Do you answer questions, are you satisfied with the responses to your questions?

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Daniel Borchers

Senior Communications Manager

Daniel.Borchers@galaxus.de

A soft spot for good series, loud music, science fiction and (second division) football. As PR Manager, I am available to answer journalists' questions about Galaxus and honest e-commerce.

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