The Effectiveness of Chatbots in Improving Customer Service in E-Commerce

This research analyzes the role that chatbots play in managing customer service within e-commerce businesses. It aims to evaluate the efficiency of these technology-based agents with regard to customer satisfaction, their response time, and how well they streamline business processes. A literature review alongside a conceptual framework was approached in a mixed-methods way. Results show that well-implemented chatbots improve response time, customer satisfaction—particularly for simple and routine tasks— and effectively resolve simple inquiries placed by customers. Nonetheless, problems with sustaining a human touch and effectively managing complex interactions remain. The study demonstrates the profound importance of strategically deploying chatbots to balance advantages and drawbacks.