The rapid expansion of e-commerce has significantly transformed customer–business interactions, increasing the demand for efficient and responsive customer support systems. Artificial Intelligence (AI) chatbots have emerged as a valuable technological tool that enables businesses to provide instant assistance, personalized recommendations, and continuous service availability. This study examines the role of AI chatbots in enhancing customer experience in e-commerce platforms. Primary data was collected from 120 respondents through a structured questionnaire using a convenience sampling technique. The study employed descriptive statistical tools such as percentage analysis and tabulation to interpret customer perceptions regarding chatbot performance. The findings reveal that the majority of respondents perceive AI chatbots as useful in providing quick responses, accurate information, personalized assistance, and 24/7 customer support. The results also indicate that chatbots significantly improve shopping convenience, influence purchase decisions, and enhance overall customer satisfaction. However, certain limitations such as difficulty in handling complex queries and privacy concerns were also identified. The study concludes that AI chatbots play a crucial role in improving customer experience in e-commerce platforms, though continuous technological improvements are necessary to enhance their efficiency and reliability.
B et al. (Thu,) studied this question.