Concern Regarding AI Review Summary Highlighting Outdated Negative Feedback
As a seller, we’ve noticed that Amazon’s new *AI Review Summary* (the “Customers Say” section) on the product detail page is frequently highlighting older negative reviews in its summary — even though the issues mentioned were resolved long ago and no recent reviews reference those problems anymore.
This is creating a misleading impression for customers and affecting our conversions, despite the product’s current quality and performance being much improved.
Could someone from Amazon please clarify:
* How does the AI Review Assistant determine which reviews are prioritized in the summary?
* Does it take the recency or frequency of feedback into account?
* Is there any way for sellers to request a refresh or re-evaluation of the AI-generated summary after product improvements?
This feature is valuable, but outdated or unbalanced summaries can significantly impact customer trust and sales.
Concern Regarding AI Review Summary Highlighting Outdated Negative Feedback
As a seller, we’ve noticed that Amazon’s new *AI Review Summary* (the “Customers Say” section) on the product detail page is frequently highlighting older negative reviews in its summary — even though the issues mentioned were resolved long ago and no recent reviews reference those problems anymore.
This is creating a misleading impression for customers and affecting our conversions, despite the product’s current quality and performance being much improved.
Could someone from Amazon please clarify:
* How does the AI Review Assistant determine which reviews are prioritized in the summary?
* Does it take the recency or frequency of feedback into account?
* Is there any way for sellers to request a refresh or re-evaluation of the AI-generated summary after product improvements?
This feature is valuable, but outdated or unbalanced summaries can significantly impact customer trust and sales.
3 replies
Joey_Amazon
Hello @Seller_VFfgTm6AAayIs,
Thank you for posting here at the Seller Forums and bringing this matter to our attention.
Not sure we have the information you are requesting however I will be sure to share your feedback with the appropriate team.
Seller_kWzASERYhgus6
I have to say, the AI is VERY skewed. Between the GREAT reviews being mysteriously removed, and the AI counting the same negative feedback two, three, probably even 4 times.
It has counts of reviews under each attribute, but you cannot SEE all the ones it is counting, you have to GUESS what the reviews ACTUALLY say - how nice that the computer is telling us what to think!
It has summarized for my deodorant product that "texture", "glide on", "ease of application" and "thickness" are all separate attributes, yet reviews are REPEATED under each one - so what is the point of that? Oh yeah, to kill my sales. thanks!
