OpenAI in Action: Klevu MOI Search & Chat for Ecommerce

Online shopping has become more prevalent than ever before. With the vast array of products available online, finding the right item can sometimes feel like searching for a needle in a haystack. However with the advent of AI, online shopping has become a more personalized and efficient experience.

At our Discovered London Conference, we were excited to announce our newest offering: MOI, a conversational shopping assistant designed to respect and serve customers on their shopping journey. MOI is here to revolutionize the way we shop by providing personalized shopping assistance.

Here you can find an in-depth explanation of what MOI is, presented by our CEO, Nilay Oza, and demonstrated by our CTO, Niraj Aswani, in a live demo. Let’s get into it!

ChatGPT for Ecommerce

First of all, why MOI? Well ‘moi’, literally means ‘hi’ in Finnish. MOI is the newest conversational shopping assistant that came straight from Klevu’s AI Lab, and it’s ready to greet and serve the customers when they need help. It’s not your average chatbot – MOI is built using a unique blend of Klevu AI and Open AI, with it’s main goal to enhance the on-site search experience and move the boundaries of what’s possible within conventional search.

“This is like a good marriage between both Klevu AI and Open AI, having them bring out the best in each other.” – Nilay Oza, CEO of Klevu

While MOI does rely partially on ChatGPT, it is not developed on it entirely. We are using ChatGPT for what it is good at, and then actually combining that with our NLP expertise, our understanding of the product catalog, because this is where OpenAI is quite limited. It cannot understand the catalog, and that’s were doing here. We are combining our retailer’s preferences, business rules, configurations, and respecting them as well.

The world of online shopping has evolved from simple product listings to personalized chatbots that can guide shoppers through their entire shopping journey. And this is precisely what MOI aims to do. MOI is a unique shopping assistant that can engage in open-ended conversations about products with shoppers.

Key MOI Features

With its smart technology, MOI can learn and adjust to shoppers’ preferences, and tailor its responses based on the context of the website and shopper’s behavior on it. MOI uses advanced questioning skills powered by semantics and natural language processing (NLP) to ask targeted and precise questions, helping shoppers to find exactly what they need on an ecommerce website.

“This is the first conversational assistant that actually allows you to have open-ended conversation about the product, and that’s something we are very proud of.” – Nilay Oza, CEO of Klevu

MOI can be both guided and open, and as Nilay says, that’s the beauty of it. It is trained to respect your business rules and logic which is also a very important factor for retailers, because no one would just take a chatbot that doesn’t align with company’s logic. That being said, once MOI starts chatting with the customers, it will adjust the ranking of the product accordingly to what is already set in your Klevu’s Product Discovery software. Also, MOI ignores swear words knowing the fact that people can get very creative talking to chatbots.

MOI delivers personalized results as it learns more and more about the customer, maintaining different profiles for each different type of product the shopper searches for. When MOI has had enough interactions with the shopper, is able to recommend what the customer may like by mimicking the behavior of a human assistant. MOI is able to perform analysis of each product in real-time and highlight the suitability aspects extracted from its descriptions and any reviews provided.

With its advanced questioning skills, personalization features, and ability to perform sentiment analysis, MOI is set to revolutionize the way shoppers interact with ecommerce websites.

The Value of Conversational AI in Ecommerce

We have to be real, if it doesn’t bring the money to the retailer, there’s no value in having it on the site. To us, it is very simple to analyze and measure the value of MOI for each retailer in their demo period. We can easily trace if the product was purchased with MOI’s assistance or not. Having that knowledge, retailers can decide if having MOI on their website fits their business.

MOI also offers a fallback mechanism in case our shoppers are not satisfied with the chat experience. We are actually launching it from search, where shoppers can access the chatbot. You can start having a chat, and if you’re not happy with it, you can easily switch back to regular search. That’s how we’re making sure that retailer doesn’t lose that shopper’s interest.

Conversational Chatbot in Action

To access MOI, first you have to click on search, and on the upper right corner you will see a switch button that can enable the chat mode. During this demonstration of its capabilities, MOI engaged with Nilay as the shopper, guiding him through a furniture catalog.

The conversation started with Nilay asking MOI some simple queries in an open mode. First question was if the store had sofas, and MOI not only showed the sofas but also introduced the concept of dynamic guidance by changing the questions based on the products in the carousel. Nilay then went on to ask about the specific features and quality of the sofas and even asked about payment and delivery options. With each question, MOI captured the intent behind the query and developed the conversation accordingly. Here you can check out the full demo of MOI in action.

One of the most unique features of MOI is its ability to engage in open-ended conversations about products, allowing shoppers to explore and learn about different features and options. The system’s dynamic guidance also ensures that shoppers get the information they need based on the products they are interested in.

MOI’s ability to capture the intent behind each query and adapt the conversation accordingly also sets it apart from other shopping assistants in the market. Overall, MOI represents a significant step forward in the world of online shopping, offering a more personalized and engaging experience for shoppers.

Join Our Beta

Registration for MOI is currently open in Q2, and we are committed to providing a superb shopping experience for our customers, as well as generating revenue for our retailers. This is a very advanced level of experiment and thus our beta program is limited to 20 retailers for that period. The reason for that limit is that we want to provide truly superb discovery experience for the shoppers, and although the technology is experimental, we are confident that MOI will offer exactly that.

Final Thoughts

After the MOI demo, Nilay answered questions about the MOI’s tone of voice, training models for high-churn sites, product conversation versus product discovery, and where the technology can excel.

At the moment, the tone of voice is based on the responses we are getting and we want to learn more from consumers to actually build and train our language and NLT models to automatically adjust the tonality in the future. Our machine learning incorporates other Klevu products and learns from the store itself, setting them apart from other AI chat solutions.

We believe our technology can excel in any domain where customers have questions about the products, and especially if they have high-volume catalogs. We are very excited for this new era of shopping experience and we’ll keep you posted about MOI!