The growth of digital commerce has increased the need for efficient customer service in online retail. Artificial Intelligence (AI) chatbots have become important tools that help e-commerce platforms automate customer interactions and improve service efficiency. This study examines the role of AI chatbots in enhancing customer experience in e-commerce platforms, focusing on factors such as responsiveness, personalization, and service quality. The study adopted a quantitative research approach. Primary data were collected through a structured questionnaire from online shoppers who use platforms such as Amazon, Flipkart, and Myntra. A total of 150 valid responses were analyzed using descriptive statistical techniques based on a five-point Likert scale. The findings show that AI chatbots improve customer experience by providing quick responses, continuous service availability, and convenient support. However, some limitations were identified, including difficulties in understanding complex queries and concerns about privacy and data security. The results also indicate that customers still prefer human assistance for complex issues. Overall, the study concludes that AI chatbots support customer service in e-commerce platforms by improving efficiency and accessibility. Further improvements in chatbot intelligence, personalization, and data protection are necessary to increase customer trust and satisfaction.
S et al. (2026) studied this question.