Impact of AI Chatbots on Customer Experience in E-Commerce Platforms

Abstract

In this research paper, we explore the role of what AI Chatbots are and how they revolutionize customer experiences in E-commerce platforms. With rapid response times, automated recommendations, and round-the-clock support, AI-powered chatbots offer endless possibilities to boost customer engagement and drive conversions. It investigates how customer satisfaction, trust and purchase intention are affected when the customer interacts with a chatbot with varying characteristics like responsiveness, accuracy, reliability, and personalization in a virtual environment during online shopping. It also explores how AI-powered chatbots can help shorten response times, resolve issues more effectively, and enhance customer retention. The study also identifies the opportunities and challenges of implementing chatbots, such as privacy, lack of emotional intelligence, and limited ability to deal with complex customer inquiries. The objective of the study is to assess empirically the effectiveness of chatbot at the Ecommerce Platforms from the view of customer perception. The results will be useful for e-commerce companies for optimizing customer service strategies in digital channels, including using AI technologies, allowing them to get a deeper understanding of how to better handle customer interactions in these new modes of operation.