What question did this study set out to answer?

The study aims to investigate how AI chatbots enhance customer experience in e-commerce platforms.

March 16, 2026INTERNATIONAL JOURNAL OF NOVEL TRENDS AND INNOVATIONOpen Access

A Study on the Role of AI Chatbots in Enhancing Customer Experience in Ecommerce Platforms

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Examines AI chatbots' impact on customer experience in e-commerce, indicating significant improvements in service quality.

The study aims to investigate how AI chatbots enhance customer experience in e-commerce platforms.
Collected primary data from 120 respondents via a structured questionnaire
Used convenience sampling technique for respondent selection
Employed descriptive statistical tools like percentage analysis and tabulation
Majority of respondents found AI chatbots useful for quick responses and accurate information
Chatbots were shown to enhance shopping convenience and influence purchase decisions
Overall customer satisfaction improved with the use of chatbots, despite some limitations

B et al. (2026) studied this question.

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