Lazada unveils AI agents for shopping, refunds ahead of 11.11 sale
- ByStartupStory | October 31, 2025
Lazada, one of Southeast Asia’s largest e-commerce platforms, has announced the launch of innovative AI-powered agents designed to enhance the shopping and refund experience for millions of customers ahead of the highly anticipated 11.11 sale event. This initiative underscores Lazada’s commitment to leveraging advanced technology to streamline user interactions and improve overall customer satisfaction during one of the biggest online shopping festivals in the region.
The newly introduced AI agents offer intelligent assistance throughout the customer journey—from product discovery and purchase guidance to simplified, automated refund processes. By harnessing natural language processing (NLP) and machine learning, these agents understand and predict shopper needs, providing personalized product recommendations and prompt responses to common queries.
One notable feature is the AI-driven refund agent, which expedites refund requests by automating claim verifications, reducing manual delays, and enhancing transparency. This helps minimize friction and build trust with customers, ensuring faster resolution of refund cases, especially critical during peak sale periods when refund volumes surge.
Lazada’s AI agents can be accessed via chat interfaces on both mobile and desktop platforms, enabling seamless interactions without the need for human intervention in routine tasks. This not only enhances the shopping experience but also allows Lazada’s customer service teams to focus on more complex issues, improving efficiency across the board.
The deployment of AI technology is a key part of Lazada’s broader digital transformation strategy. It reflects growing trends in e-commerce where companies increasingly adopt AI and automation to handle the scale and complexity of modern online retail.
With the 11.11 sale expected to drive record traffic and transactions, Lazada’s AI agents are strategically timed to enhance shopper convenience and operational scalability. Early tests indicate improved customer engagement metrics and reduced response times, positioning Lazada to deliver a smoother, more satisfying shopping festival experience.
Lazada remains at the forefront of integrating cutting-edge technology to serve its expansive Southeast Asian market, helping shoppers discover deals faster, shop smarter, and enjoy hassle-free post-purchase support, all powered by AI.
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