Lazada, one of the top online shopping apps in the country, has reported an increase in customer engagement and an improved e-commerce experience with the integration of Lazzie, its AI-powered chatbot.
In an event held on Dec. 3, Lazada highlighted its achievements over the past year and discussed the performance of its programs in the current market.
The introduction of Generative AI (GenAI) features during the 11.11 sale provided customers with valuable insights derived from reviews, key selling points, and recommendations, making it easier for them to make purchasing decisions.
The AI platform also includes image-based search, a skin analyzer, and virtual try-on features to further enhance the customer experience.
The initiative came as a result of a study conducted by Lazada in collaboration with Kantar Profiles, which examined AI adoption in e-commerce across Southeast Asia.
The study found that 92% of users trust AI for personalized recommendations, 90% for product summaries, and 88% for making purchase decisions.
In addition to AI innovations, Lazada has improved its “Coins” and “LazRewards” features, which experienced a year-on-year growth of 250%. This growth was supported by the introduction of new app games such as “Big Win Plus,” “Color Game,” and “Fishing Game.” During the 11.11 sale, shoppers were also able to claim P22 million worth of Coins, which they could use to unlock discounts and savings.
Currently, LazMall offers over 32,000 brands and has introduced a LazMall Luxury section featuring premium brands. This development aligns with Lazada’s women-driven focus to enhance its LazBeauty, LazLook, and LazMom channels, reflecting the fact that women comprise the majority of its customer base.
Enhanced return and refund policies, along with an expanded list of “Change of Mind” eligible products, provide customers with reassurance, as they can return a product up to 30 days after purchase.
Beyond the app, Lazada is expanding its footprint across the country by establishing offices in the Visayas and Mindanao regions. The company is also assisting businesses with digitalization through programs like Lazada Seller Loans and LazAffiliates, which connect customers and brands more effectively.
Carlos Barrera, CEO of Lazada Philippines, stated that the company’s growth in the market aligns with its mission to help Filipinos live convenient and tech-enabled lives.
