Customer Review Summarization in Production with Large Language Models for e-Commerce Platforms

H. Bahadir Sahin, M. Furkan Eseoglu, Berk Taskin, Aysenur Kulunk, Ömer Faruk Bal

2025

Abstract

The increasing volume of customer-generated content on large-scale e-commerce platforms creates significant information overload, complicating consumer decision-making processes. This study presents a case study of the "Customer Review Summarization" system, deployed in production at Hepsiburada, one of Turkey's leading e-commerce platforms, as a solution to this problem. The system leverages Large Language Models (LLMs) to generate meaningful and concise summaries from customer feedback. The primary contribution of this paper is the detailed description of an innovative, staged system architecture that optimizes the trade-off between operational cost and output quality. This architecture utilizes any LLM model for large-scale and cost-effective summary generation, while strategically leverages the more powerful GPT-4.1 model for quality assurance. Furthermore, practical challenges encountered in a production environment, such as inconsistent summary quality and managing noisy input data, and the iterative solutions developed to address them, are transparently discussed. Finally, a comprehensive empirical evaluation framework is proposed to compare the performance of various state-of-the-art LLMs.

Paper Citation

in Harvard Style

Sahin H., Eseoglu M., Taskin B., Kulunk A. and Bal Ö. (2025). Customer Review Summarization in Production with Large Language Models for e-Commerce Platforms. In Proceedings of the 2nd International Conference on Advances in Electrical, Electronics, Energy, and Computer Sciences - Volume 1: ICEEECS; ISBN 978-989-758-783-2, SciTePress, pages 5-13. DOI: 10.5220/0014284800004848

in Bibtex Style

@conference{iceeecs25,
author={H. Bahadir Sahin and M. Furkan Eseoglu and Berk Taskin and Aysenur Kulunk and Ömer Faruk Bal},
title={Customer Review Summarization in Production with Large Language Models for e-Commerce Platforms},
booktitle={Proceedings of the 2nd International Conference on Advances in Electrical, Electronics, Energy, and Computer Sciences - Volume 1: ICEEECS},
year={2025},
pages={5-13},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0014284800004848},
isbn={978-989-758-783-2},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 2nd International Conference on Advances in Electrical, Electronics, Energy, and Computer Sciences - Volume 1: ICEEECS
TI - Customer Review Summarization in Production with Large Language Models for e-Commerce Platforms
SN - 978-989-758-783-2
AU - Sahin H.
AU - Eseoglu M.
AU - Taskin B.
AU - Kulunk A.
AU - Bal Ö.
PY - 2025
SP - 5
EP - 13
DO - 10.5220/0014284800004848
PB - SciTePress