With never-ending discussions on the topic, since ChatGPT was launched in 2022, many people are concerned that AI will take over human jobs. But is that really the case?
On the latest episode of The eCommerce Toolbox: Expert Perspectives podcast, host Kailin Noivo is joined by Dhruv Mehrotra, former Vice President of Product Management at Wish. Together, they discuss how Generative AI is disrupting operational processes and how to integrate it into your workflow.
Is AI Really New?
Dhruv explains that AI is actually far from new in eCommerce.
For many years, AI has been leveraged by large corporations, such as Walmart and Amazon, to enhance recommendations and searches.
The only new aspect is really Generative AI, with the rise of ChatGPT and the like. Generative AI is disrupting operational processes that historically took a lot longer, creating a buzz through its ability to streamline processes, enhance productivity, and reduce time-consuming tasks. To Dhruv, it’s like the rebirth of the internet, with new opportunities constantly coming to light.
Four Loops of eCommerce Growth
To grow a business, Dhruv sees four necessary loops.
First is growth. You have to do things that bring customers in and integrate them into the funnel, such as marketing efforts. Second is discovery. You have to create ways for customers to discover your products and services.
Third is the post-purchase loop. In this, you need to support and fulfill customer interactions, such as by asking for reviews and feedback. Fourth, and finally, is the logistics loop. This is all about interfacing with the supply and demand prediction.
According to Dhruv, any activity in eCommerce and retail can be distilled into these loops, allowing you to see where efficiencies could be improved. This will allow you to integrate AI capabilities into your operational processes, streamlining your workflow and enhancing productivity.
Will Tech Replace Humans?
It’s become so frequent in the last eighteen months to hear concerns that technology and AI will replace humans. Dhruv, however, is firmly in the camp that tech can change things, but not replace humans.
To Dhruv, AI is an efficiency enhancer that can be used across multiple industries and professions. For example, it will never replace the judgment role taken on by Product Managers, but it will change their role by enhancing their other responsibilities. In eCommerce, it is a value-adding tool that will create efficiencies around administrative duties and streamlining processes.
Listen to the Full Episode Below!
Tune in to this episode of The eCommerce Toolbox: Expert Perspectives with Dhruv Mehrotra to learn more about integrating Generative AI into your workflow.
👉 Apple: https://apple.co/42J7lsH
👉 Spotify: https://spoti.fi/4bQf6S3
Dhruv Mehrotra is an energetic product leader and general manager with over twenty years of operating experience, ranging across Product Management, Marketing and Business Development, and Software Development. Dhruv has worked across all business models and spent the last decade in intrapreneurial roles in Silicon Valley, building new businesses for Google, launching Mercari’s International Business, and leading consumer and growth teams at Wish.
