Effect Of AI chatbots Interaction Quality on customer trust among online shoppers in E-Commerce Platforms

The present study examines the effect of AI chatbot interaction quality on customer trust among online shoppers in e-commerce platforms by analysing the role of intelligent chatbot behaviour, responsiveness, communication clarity, personalization, and accuracy in influencing customers' trust. As artificial intelligence continues to transform digital commerce, understanding the factors that strengthen customer trust through AI-enabled interactions has become increasingly important for enhancing customer experience and sustaining long-term business relationships. The expected findings suggest that AI chatbot interaction quality is one of the most significant determinants of customer trust in e-commerce platforms. Online shoppers who experience accurate, responsive, personalised, and reliable chatbot interactions are anticipated to demonstrate greater confidence in AI-assisted customer service and the online shopping platform. The study also expects that chatbot responsiveness, intelligent query handling, communication clarity, and personalization positively influence customer trust, whereas delayed responses, inaccurate information, and ineffective communication may reduce customers' confidence in AI-enabled services. The study highlights the importance of continuously improving AI chatbot capabilities through advanced natural language processing, intelligent decision-making, personalised recommendations, and secure communication systems. E-commerce companies should focus on developing chatbot solutions that provide timely assistance, understand customer requirements effectively, and deliver consistent service quality. Such improvements can strengthen customer trust, enhance satisfaction, encourage repeat purchases, and improve the overall online shopping experience. Overall, this study contributes to the growing body of literature on artificial intelligence, e-commerce, and customer relationship management by providing empirical insights into the relationship between AI chatbot interaction quality and customer trust among online shoppers. The findings are expected to assist e-commerce companies, technology developers, digital marketers, researchers, and policymakers in formulating effective AI chatbot strategies that improve customer engagement, build long-term trust, and support the sustainable growth of AI-driven customer service in the digital marketplace.  

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