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Manila Bulletin devider Technews devider ZALORA unveils TITAN: the future of AI-powered fashion e-commerce

ZALORA unveils TITAN: the future of AI-powered fashion e-commerce

Redefining online shopping: how TITAN boosts ZALORA's user experience with OpenAI integration

Published Aug 18, 2023 07:37 am

At A Glance

  • ZALORA, a part of the Global Fashion Group (GFG) and a leader in Southeast Asian fashion e-commerce, has launched a proprietary Platform-as-a-Service named TITAN, integrated with OpenAI's generative AI technology. This major development aims to drive new operational efficiencies, improve the online shopping experience, and unlock growth avenues for the brand.
  • The platform will enhance several aspects of ZALORA's operations and customer experience. This includes the Smart Search Discovery for optimized search results, a Conversational Shopping Assistant for an interactive online shopping journey, Production Automation for streamlined processes, and Internal Chatbots to improve both customer and employee interactions.

Southeast Asia's fashion leader, ZALORA, as part of the Global Fashion Group (GFG), has launched its proprietary Platform-as-a-Service integration of OpenAI named TITAN. This strategic move emphasizes ZALORA's aim to fortify its leadership position in fashion e-commerce by leveraging generative AI to optimize operations, enhance the online fashion shopping experience, and discover growth avenues.

ZALORA's TITAN platform introduction aligns with the brand's upcoming technological advancements this year, underscoring its determination to integrate cutting-edge technologies, such as generative AI, into its retail and administrative processes. Key features powered by TITAN include:

 

  • Smart Search Discovery: Enhancing the search experience for faster and more accurate customer results.
  • Conversational Shopping Assistant: A visionary approach to e-commerce, transforming how consumers interact and shop on ZALORA.
  • Production Automation: Leveraging technology to automate various functions, promoting employee productivity.
  • Internal Chatbots: Elevating employee experiences with BI chatbots, knowledge bases, and intuitive conversational UIs.

 

Gunjan Soni, ZALORA's CEO and Global Fashion Group's COO shared, "Our consistent trail of innovations signifies our readiness to embrace Generative AI and harness it for a tailored e-commerce experience. With TITAN, we pioneer in offering these innovations to our ever-expanding loyal base in the region."

ZALORA, with TITAN, aims to make further inroads into Southeast Asia and to spread this innovation to other regions within the Global Fashion Group, including Latin America, Australia, and New Zealand.

ZALORA, capitalizing on OpenAI through TITAN, is revolutionizing its Search & Discovery for better customer outcomes. Preliminary data shows a 4-6% spike in conversion rates post-implementation. The company is also laying the groundwork for a Conversational Shopping Assistant, expected to debut in late 2023, to transform the e-commerce landscape.

OpenAI is ZALORA's weapon of choice for confronting business challenges. From automating product attribute tagging to fortifying its in-house Warehouse Management System (WMS), ZALORA is determined to drive efficiencies and refine the customer experience. The advancements are expected to be adopted by other e-commerce platforms within GFG, maximizing group-level efficiencies.

Additionally, generative AI will bolster ZALORA's customer service, automating responses and ensuring customers have a more personalized experience.

ZALORA's recent 32-hour hackathon showcased its innovation culture. The event witnessed over 70 participants collaborating to address business and consumer challenges using AI technologies. These innovations are scheduled for integration into ZALORA's H2 2023 Technology roadmap.

Equally, ZALORA is devoted to responsible AI implementation and prioritizes safeguarding its customers and data, consistently achieving top ranks in the Cyber Security Agency of Singapore's internet hygiene rating.

Sumit Jain, Chief Technology Officer at ZALORA, commented, "ZALORA looks forward to maximizing OpenAI via TITAN to redefine e-commerce and deliver a transformative customer experience. We believe the future of retail hinges on technological innovations and ensuring a secure and smooth customer experience. Through TITAN, we aim to steer fashion e-commerce innovation to unparalleled heights."

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