Customer Service

Amazon ‘Hear’ audio shopping features offers real-time chat

Image: Amazon

July 29, 2026

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Amazon has launched an AI-powered shopping feature called 'Hear the highlights' where consumers can ask questions and get real-time answers.

The AI-powered audio shopping feature provides a 'join the chat' where shoppers can ask questions via text or voice, according to an Amazon blog authored by Rajiv Mehta, vice president, conversational shopping.

The AI hosts take the question, deliver an answer in real time, and then pick back up where they left off.

"With Join the chat, customers move from listening to participating. At any point in the episode, they can ask a question such as "Is this coffee maker better for a beginner or someone with barista experience?" or "Do people find this sweater itchy?" or "Is this product dishwasher safe?" Mehta writes in the blog post.

The experience is powered by several AI technologies. Each episode begins with an AI-generated script. When a shopper asks a question, the script adapts in real time to deliver a relevant answer. Advanced text-to-speech technology then brings the response to life, so the hosts reply naturally and match the tone and energy of the original episode.

"This approach creates something different: an experience that is both informative and adaptive. Customers can ask questions and actually steer where the conversation goes. Every question they ask influences what comes next, making the experience a conversation customers can join and customize," Mehta writes.