AI-Augmented Support in Digital Marketplaces: Transforming Multi-Stakeholder Service Delivery Through Intelligent Automation (Published)
Digital marketplaces have transformed e-commerce by creating complex ecosystems connecting customers and suppliers globally. These platforms face unprecedented support challenges due to multi-stakeholder operations, diverse service agreements, and growing transaction volumes. Artificial intelligence technologies offer transformative solutions through intelligent automation systems that enhance support delivery while maintaining human-centric service quality. This article examines three critical AI technologies: intelligent summarization systems that distill complex information into actionable insights, conversational search assistants that democratize support access through natural language interfaces, and predictive support routing that optimizes resource allocation via machine learning. These technologies synergistically address marketplace support complexities, enabling efficient service for diverse stakeholder groups while maintaining high standards. Implementation demonstrates significant improvements in operational efficiency, stakeholder satisfaction, and platform sustainability. The article illustrates how AI augmentation reshapes support delivery paradigms, creating scalable solutions balancing automation efficiency with empathy and personalization. These technologies enable proactive support strategies, enhanced knowledge management, and improved accessibility for all marketplace participants.
Keywords: Artificial Intelligence, customer support automation, digital marketplaces, natural language processing, predictive analytics