The Impact of AI-Powered Chatbots on Shopper Experience in E-Commerce

The Impact of AI-Powered Chatbots on Shopper Experience in E-Commerce

Ankit Aman1, Nilesh Kumar2, Priya3 & Soumyajeet Bera4

Master Of Business Administration

Lovely Professional University

Phagwara, Punjab

The Abstract

In today's digital age, Ai-operated Chatbots have become an integral part of the e-commerce experience. These chatbots change the provision of personalized recommendations to support customer questions and the provision of personalized recommendations to support transactions. It offers speed, efficiency and availability around the clock, but acceptance is not universal. While some users appreciate their convenience and problem-solving skills, others feel that they lack the impersonality, irritability, or emotional intelligence necessary for meaningful interactions. Instead of dealing with it from a technical or functional perspective only, this study deals with the ways people feel, think and behave when dealing with them. Examining cognitive, emotional and behavioral aspects of these interactions, uncovering factors and promoting acceptance or resistance to chatbots.

Cognitive aspects examine how consumers perceive the usefulness and reliability of chatbots. Are you considered efficiently and accurately, or do you think the user is frustrated and limited to solving the problem? Do you create trust and satisfaction, or do you feel robots and impersonality? It also examines how factors such as ease of use, responsiveness, and personalization influence consumer perceptions and experiences. Additionally, it considers whether demographic variables such as age, technical familiarity and purchasing projects influence consumer attitudes towards chatbots.

Another important area of ​​focus is consumer trust. AI chatbots can provide quick answers and streamline customer service, but trust remains a key factor in its effectiveness. Companies need to ensure that chatbots communicate transparently, provide accurate information, and demonstrate the level of emotional intelligence that drives a positive user experience.

In addition, this study examines the long-term effects of chatbot interactions on customer loyalty. Although chatbots provide immediate concern and support in their purchases, it is still unclear whether they will contribute to consumers' continued commitment and confidence.

Understanding these factors is extremely important for e-commerce companies that want to optimize their AI chatbot strategy. Findings from this study will help businesses improve chatbot design, improve user experience, and develop more personalized, more intuitive and reliable AI-controlled customer interactions. By addressing consumer issues and improving chatbot capabilities, businesses can maximize customer satisfaction, increase conversion rates, and promote long-term loyalty in a competitive online marketplace.(The New Shop Assistants? Unveiling Consumer Attitudes towards AI-Powered Chatbots in E-Commerce An Exploratory Study, n.d.)