Evaluating The Impact of AI Chatbots on Consumer Experience in E-Commerce

ABSTRACT: In recent years, online shopping has increased rapidly, and e-commerce companies are using AI-powered chatbots to improve customer service. This study focuses on the role of AI chatbots in online shopping and how they affect customer experience. Chatbots help customers by giving quick replies, providing support at any time, suggesting suitable products, and solving common problems easily. These features make online shopping more convenient and save customers’ time. The study also explains that customers feel more satisfied and comfortable when chatbots are available to assist them. However, chatbots still need improvement in answering difficult questions and understanding customer emotions. Overall, AI chatbots are an important tool for enhancing customer experience and improving service quality in e-commerce platforms. KEYWORDS: AI Chatbots, E-commerce, Online Shopping, Customer Experience, Customer Satisfaction