How will ChatGPT integrate into the shopping experience?

Newegg

Consumer electronics is often a pacesetter in ecommerce, so it's perhaps not surprising to see Newegg emerge with one of the earliest integrations of ChatGPT.

The generative AI tool is now part of the online computer retailer's PC Builder, which allows users to customize a new desktop PC based on their specifications and budget. With the new feature, users can enter desired attributes into a designated search bar, and ChatGPT will evaluate and recommend component configurations.

It's just one way Newegg is integrating ChatGPT into its operations. Inside the business, the retailer is also using the AI tool as it makes changes to website text, customer service chat, customer email subject lines and SEO.

“We’re always evaluating our ecommerce technology to ensure we’re providing the best customer experience. Through testing, we’ve proven that ChatGPT has a practical use for Newegg based on the added quality and efficiency it creates,” said Lucy Huo, VP of application development for Newegg, in a statement. “We deployed ChatGPT to improve content both on-site and off-site to help customers find what they want and elevate their experience. AI doesn’t replace employees, but it adds resources so employees are available to handle more complex projects. We’re still in the early phases of AI but the benefits for ecommerce may be substantial.”

Klarna

Shopping and fintech app Klarna said it is getting ready to go live with a new shopping experience that provides curated product recommendations using ChatGPT.

Klarna will offer a plugin on ChatGPT’s store. With this tool, users will be able to ask for shopping advice and inspiration. The results will include product links, which navigate to product pages on Klarna’s search and compare tool.

The goal is to make the product intuitive and easy to use. That means leaving some of the work to the application. Once the plugin is installed, ChatGPT chooses when to use it based on the question asked.

"I’m super excited about our plugin with ChatGPT because it passes my ‘north star’ criteria that I call my ‘mom test’, i.e. would my mom understand and benefit from this. And it does because it’s easy to use and genuinely solves a ton of problems – it drives tremendous value for everyone,” said Klarna CEO Sebastian Siemiatkowski, in a statement. “Klarna is in a unique position to leverage the best technology and data to help people discover new products and solve problems for consumers at every stage of the shopping journey, and we’ll continue innovating to bring these services to our 150 million consumers.”

Instacart

Grocery technology company Instacart is making ChatGPT a part of the experience of planning meals, and having ingredients delivered.

A new plugin in will combine ChatGPT’s capabilities with Instacart AI to create orders.

When users type in a question, the chatbot will create an Instacart order based on the responses. That means product recommendations become not only shoppable, but already added to cart.

Users can ask questions about meals that are open-ended about necessary ingredients, as well as based on time and dietary restrictions. Or, they can simply ask for inspiration.

“The Instacart ChatGPT plugin works best in helping people figure out what they’d need to make a particular meal or recipe, and helps them account for ingredients they may already have at home or specific dietary restrictions, create an instant shopping list, and get ingredients delivered to their door so they can start cooking,” wrote JJ Zhuang, Instacart’s Chief Architect. “In the future, we’ll be rolling out new capabilities, like the ability to help people shop recipes or ingredients that are on sale or in season.”

Klarna and Instacart's plugins show how ChatGPT can help pave a path to the product page. It offers a hint for ecommerce builders: Generative AI can be a tool to help shoppers find products just as much as it is to create.

These features are just rolling out, so consider them early examples of how ChatGPT may find a place in the shopping experience. Given this fast start, look for more ways generative AI can reshape product discovery and the path to purchase.