'This is a significant step in this space, ensuring merchants can receive support in their preferred language, on their preferred channel at any time of day - without needing to communicate in a secondary language or translate their message into English - increasing their access to language support across the globe,' read an internal email from Jen Bebb, the director of merchant and product support at Shopify. Some staff members are being asked to test the bot and provide feedback on the accuracy of its translations, prompting concern that fewer employees will be required to do this work in the future, according to a source familiar with the matter. Shopify currently employs workers who do this translation work manually. The bot is built directly into Shopify's internal chat tool, called Athena. The new tool, which employees are expected to begin testing this month, is a bot that translates chat conversations from multiple supported languages into English. This move is the latest in a series of AI experiments in the support division, which troubleshoots issues for Shopify's millions of merchants. Shopify is asking some of its customer-support team members to test a translation bot powered by OpenAI's technology, weeks after a round of layoffs in May. The company has been testing uses for AI for both its employees and its merchants.

It's the latest AI experiment the company has implemented for its support division.Shopify is testing an OpenAI-powered translation bot for its customer-support staff.Account icon An icon in the shape of a person's head and shoulders.

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