Instant Answering in E-Commerce Buyer-Seller Messaging using Message-to-Question Reformulation

E-commerce customers frequently seek detailed product information for purchase decisions, commonly contacting sellers directly with extended queries. This manual response requirement imposes additional costs and disrupts buyer's shopping experience with response time fluctuations ranging from hours to days. We seek to automate buyer inquiries to sellers in a leading e-commerce store using a domain-specific federated Question Answering (QA) system. The main challenge is adapting current QA systems, designed for single questions, to address detailed customer queries. We address this with …

automate commerce costs cs.cl customers decisions e-commerce experience information messaging product purchase question shopping store