E-Commerce

The proliferation of Artificial Intelligence (AI) as a momentous technology within the e- commerce industry has drastically improved both customer satisfaction and operational effectiveness. AI technologies that can be utilized in an e-commerce environment include machine learning, recommendation systems, chatbots, predictive analytics, and/or automated logistics, which help to create insights into customer behaviour and create a unique shopping experience based upon those insights as well as increased efficiency within an organisation via streamlined internal processes. The main purpose of this study is to provide insight into how AI affects customer satisfaction and operational effectiveness in the e-commerce industry. This study also examines the perceptions of the consumer and the operational gains as a result of using AI-based systems. The study collected data from 70 respondents via a structured questionnaire. The results of the study revealed that AI has made a significant impact on product recommendations, customer service response time, demand forecasting, and inventory management, resulting in improved customer engagement and increased decision making and operational productivity of organisations adopting AI in e-commerce.