Artificial Intelligence and Chatbots: Transforming User Experience in E-tailing

Artificial Intelligence (AI) and chatbots have become essential components of the e-commerce industry, providing significant advantages for both businesses and consumers. AI utilizes data to tailor customer interactions, forecast their needs, and refine decision-making processes, resulting in a smoother and more enjoyable shopping experience. AI-driven chatbots, in particular, are instrumental in offering immediate assistance, addressing customer queries, and providing 24/7 support. This study aims to investigate the impact of AI and Amazon's chatbot technology on customer satisfaction among Amazon users in Bengaluru. A quantitative research approach was employed, gathering data from 150 active Amazon customers through online surveys. Regression analysis reveals that AI-enhanced features and chatbot services notably improve customer satisfaction (p < 0.001). Factors such as the chatbot's ease of use, fast response times, and accurate information contribute significantly to this positive effect. These findings highlight the critical role of AI-powered customer service solutions in e-commerce, emphasizing their potential to enhance user experiences and build long-term customer loyalty.