Gumtree Brings in an AI Agent to Answer Customer Questions Around the Clock
Published
Gumtree Australia, one of the country's best-known online classified advertising websites, has started using an AI agent to answer customer questions at any time of day. The news was reported by SmartCompany, an Australian business news publication.
The AI agent is designed to respond to customer enquiries without waiting for staff to be available. This means that people who use the platform, whether they are buying, selling or looking for information, can get answers at night, on weekends and on public holidays. Many online businesses are using similar tools to handle common questions quickly and to reduce waiting times for customers.
The report did not give full details about how the system works or how many questions it handles each day. It is also not clear from the available information whether customers will always be able to speak with a human staff member if the AI agent cannot solve their problem. Businesses that use AI tools in customer service often offer a way to escalate difficult cases to a person, but the specific arrangements at Gumtree were not described in the report.
The move reflects a wider trend in Australia, where many companies are testing artificial intelligence to improve customer service and manage costs. As more organisations adopt these tools, customers may see more automated responses when they contact businesses online. Further information about the service is expected to become available as the company shares more details.
Sources: tech-insider.org
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