Customer Service

Shein uses AI-powered chatbots to handle customer service inquiries, including questions about orders, returns, and product availability, available across its app, website, and social media channels.

Details

Shein uses natural language processing (NLP) and chatbot technology to respond to user inquiries automatically and provide product suggestions. Third-party reporting also confirms Shein integrated an Instagram chatbot via Popcast.ai, enabling automated replies to direct messages and post comments, which was reported to reduce customer service pressure by 91% on that channel. The on-site chatbot operates 24/7, while human live chat support is listed as available Monday through Sunday from 4am–8pm PST according to Shein's own support page.

Products affected

Shein appShein websiteShein Instagram

Sources & Evidence

Other practices by Shein

OtherShein uses machine learning models to detect unusual transaction patterns and flag potentially fraudulent activity on its platform.OtherShein uses algorithms and AI-powered monitoring systems to scan social media, apps, and websites for trending or viral images and designs, which are then used to guide product manufacturing — a practice alleged in multiple lawsuits to have produced exact copies of independent designers' copyrighted work.Data AnalysisShein uses machine learning algorithms to analyze social media data, search trends, and customer behavior in real time to identify emerging fashion trends and inform production decisions. A senior Shein executive publicly confirmed this approach at a retail conference in early 2024.

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Shein uses AI-powered chatbots to handle customer service inquiries, including questions about orders, returns, and product availability, available across its app, website, and social media channels.

Details

Products affected

Sources & Evidence

Company Disclosure

News Article

Community Report

Other practices by Shein