Use of Chatbot in Improving Customer Services in E-commerce |
Author(s): |
| Prajwal Gajanan Gawande , Anantrao Pawar College Of Engineering & Research; Sonali Mutha, Anantrao Pawar College Of Engineering & Research |
Keywords: |
| Artificial Intelligence Chatbots; Natural Language Processing (NLP); E-Commerce Customer Support; Customer Satisfaction; Human-Computer Interaction; Intelligent Virtual Assistants; |
Abstract |
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In today's world of e-commerce, customers are looking for efficient, fast, and economical support mechanisms. The present research paper discusses how artificial intelligence chatbots based on natural language processing help improve service experiences. In particular, it is shown that such bots greatly improve customer satisfaction through real-time interaction and can lower median waiting time by about 60% when answering basic queries. However, despite all their benefits, the analysis revealed that chatbots struggle with complicated problem solving and lack emotional intelligence that humans have. It can be stated that although chatbots dramatically change digital interaction, a mixed approach seems to be the best practice. |
Other Details |
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Paper ID: IJSRDV14I40084 Published in: Volume : 14, Issue : 4 Publication Date: 01/07/2026 Page(s): 198-202 |
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