Abstract: Artificial intelligence (AI) has revolutionized the e-commerce sector by radically changing how companies engage with their clientele and improving the overall buying experience. The creation of AI-powered chatbots is among the major advancements driven by AI. These chatbots are now essential to e-commerce platforms because of their capacity to offer immediate, individualized, and 24/7 client service. By handling a wide range of customer contacts, from providing personalized product recommendations to responding to simple questions, these AI-driven solutions are intended to increase the efficacy and efficiency of customer support. This study investigates how AI chatbots affect customer satisfaction and engagement by looking at consumer views, how well chatbots handle inquiries, and the difficulties users encounter while dealing with these systems.
The study focuses on how AI chatbots affect consumers' experiences on e-commerce platforms, specifically addressing problems like accuracy, response time, and the capacity to comprehend and handle complex inquiries. Insights into how well these chatbots satisfy customer expectations and enhance their general satisfaction and platform loyalty are the goal of the study. In order to collect data, 30 participants spanning a range of age groups and shopping inclinations responded to a Google Forms survey that was disseminated over social media channels. The survey's questions were intended to assess respondents' opinions of chatbot performance, their experiences with AI chatbots, and any difficulties they ran into when interacting with them. A thorough grasp of how various demographics view and engage with AI chatbots in an e-commerce setting is made possible by the diversity of the responder pool.
The study's conclusions will offer insightful information that can assist e-commerce companies in improving their AI chatbot capabilities and making sure they are better prepared to effectively respond to a variety of consumer questions. The study's goal is to find areas for development by examining customer input. Some of these topics include improving the chatbot's natural language processing capabilities, speeding up response times, and resolving frequent user complaints. In order to increase consumer pleasure and engagement, this research will also provide organizations with practical suggestions on how to enhance personalized shopping support with AI chatbots.
Keywords: AI Chatbots, Customer Engagement, E-commerce Platforms, Customer Satisfaction, Natural Language Processing
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