A Literature-Based Conceptual Model for the Effect of Chat bot Customer Service on Customer Experience .

The rapid advancement of artificial intelligence (AI) technologies is reshaping human–technology interactions worldwide, with AI chatbots emerging as key tools that influence user experiences, satisfaction, and engagement across diverse digital and service environments. In addition, logistics centers are gradually adding advanced AI systems to improve the customer experience. A thorough examination of the literature systematically identifies and evaluates relevant journals, articles, conference papers, and other academic publications to determine the most critical variables and constructs. The essential factors identified as affecting customer experience are anthropomorphism and perceived ease of use (PEOU), driven by trust and hedonic values. The conclusions indicate that although chatbots enhance ease of access, customization, and experience, there are still obstacles related to detailed consumer concerns, trust, and the absence of human-centered interaction.This study has some limitations as it is based on a theoretical framework. Future research could utilize data from Egypt to assess the validity and reliability of the proposed conceptual model. This kind of analysis will strengthen the framework and show people how chatbot customer service and customer experience are related. Also, future research might examine how different factors interact by adding additional mediating roles or viewpoints from different constructs. This may lead to changes in the hypotheses.This paper offers managers focused recommendations for improving their chatbots' performance and customer experience. In conclusion, the paper fills in the gaps by supporting a conceptual model of a chatbot-driven customer experience that makes customers feel human-focused and pleasure-oriented.