Lazada Introduces Four AI Innovations To Enhance 11.11 Online Shopping Experience

KUALA LUMPUR, Nov 4 (Bernama) -- Lazada Malaysia has introduced four new artificial intelligence (AI) innovations set to transform the online shopping experience in conjunction with its 11.11 “Sweetest Brand Deals of the Year” campaign.

The four new AI Agents -- Refund Agent, Logistics Agent, Product Listing Agent and Marketing Agent -- will operate together behind the scenes to ensure a smoother, more transparent process at every stage, from purchase to delivery and after-sales service.

Lazada Malaysia chief executive officer Kaya Qin said the AI agents complement AI Lazzie, the virtual shopping assistant introduced in 2024, which helps shoppers discover products that suit their lifestyle, compare items instantly and check out with greater confidence.

“At Lazada, we’re building a more intelligent and inclusive e-commerce ecosystem, one where every seller, big or small, has the tools and opportunities to grow.

“It’s about trust that flows both ways; between brands, sellers and our customers who believe in them. This 11.11, we’re showing that Malaysians can enjoy the best of both worlds: quality and confidence,” she said at the Lazada Playhouse: The Sweetest Experience programme here today.

According to Qin, every LazMall product carries Lazada’s official badge, along with authenticity guarantees, visible warranties, secure payments and clear return options, including Change-of-Mind where applicable.

Lazada also offers a refund of up to five times the price if a LazMall product is found to be counterfeit, making it one of the strongest consumer protection policies in Southeast Asia.

Meanwhile, Lazada Malaysia General Operations head Kevin Yap said that consumers are becoming more discerning, valuing authenticity and reliability over flash discounts.

“That’s why Lazada is shifting its focus to brand governance, AI innovation and quality assurance to build lasting trust and loyalty,” he said.

Yap said this combination positions AI not merely as a background tool but as a smart co-pilot that supports every click, making Lazada’s 11.11 shopping experience smoother, safer and more rewarding for Malaysian consumers.

During the recent 9.9 campaign, AI Lazzie helped drive a 36 per cent uplift in orders and a 34 per cent increase in shopper interactions, showing that Malaysians appreciate guidance that feels smart and intuitive, rather than transactional.

With Malaysia’s internet penetration reaching 98 per cent and its e-commerce sector recording the fastest growth in the region, Lazada continues to lead the way in combining technology, authenticity, and confidence in every purchase.

-- BERNAMA