Alibaba’s AI-driven chatbot encountered an unexpected surge in user interactions that exceeded its processing limits, forcing the platform to suspend all digital coupon issuance. Shoppers accessing the chatbot were presented with delay notifications and an apology request for patience while technical teams worked on restoring capacity.

The interruption came during active promotional periods, halting coupon-driven discounts that incentivize consumer purchases on Alibaba’s e-commerce sites. Merchants relying on these coupons for traffic reported a sudden drop in click-throughs, prompting Alibaba to prioritize a rapid reinstatement ahead of the next major sales event.