The rapid growth of e-commerce has significantly transformed the way consumers interact with businesses, with Artificial Intelligence (AI) chatbots playing a crucial role in enhancing customer experience. This study examines the impact of AI chatbots on consumer satisfaction towards e-commerce platforms. AI chatbots are designed to provide instant responses, personalized recommendations, 24/7 customer support, and efficient problem resolution, thereby improving service quality and customer engagement. The primary objective of this research is to analyse how chatbot attributes such as responsiveness, reliability, personalization, and ease of use influence consumer satisfaction levels. The study also explores the extent to which AI-powered interactions affect purchase decisions, trust, and overall shopping experience. Data is collected from e-commerce users through structured questionnaires and analysed using statistical tools such as percentage analysis, ranking analysis, and chi-square test. The findings indicate that AI chatbots positively influence consumer satisfaction by reducing response time, enhancing convenience, and providing consistent support. However, limitations such as lack of emotional understanding and technical errors may negatively impact user experience in certain cases. The study concludes that effective implementation of AI chatbots can significantly enhance customer satisfaction and strengthen competitive advantage in the e-commerce sector.
Ayswarya et al. (Sun,) studied this question.
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