A STUDY OF AI ENABLED CUSTOMER SUPPORT TOOLS BY E-COMMERCE APPLICATIONS AND ITS USE AMONG THE YOUNG AND MIDDLE-AGED CUSTOMERS

The study tries to understand applicability of AI Enabled Customer Support Tools by selected E commerce applications and Its Use Among the Young and Middle-Aged Customers. The sample consist of young adults, salaried individuals, businesspersons and homemakers between 18 years to 65 years. A simple survey method is used to collect the data through structured questionnaire. AI powered customer service tools make the interactions with the customers seamless by providing personalized experience to them. The tools like Chatbots, Voice Agents or Virtual Assistants are providing the resolutions any time of the day, filling the gap of lost connectivity between the company and customers when the human agents are unavailable. The study predicted that the use of AI powered customer service tools is more among the young and middle-aged customers to resolve the issues at the preliminary level. The study predicted that young and middle-aged customers are satisfied with the query resolution tools provided by E-Commerce applications by embedding AI in their traditional customer service platforms.