Paper Details

Name: Anushka Sharma & Meenal Bhandari
Country: India

Year: 2025
Volume: Volume No: 12, Issue No: 2, Year: 2025, (Specials issue-1)
Page Number: 35-47
DOI: https://doi.org/10.5281/zenodo.17838970

ABSTRACT
The incorporation of AI chatbots into e-commerce platforms has drastically influenced the
online buying scene because it improved client interaction, individualized experiences, and
effective service delivery. For e-commerce companies who are looking to provide smooth,
intelligent, and user-focused shopping experiences, the strategic integration of AI chatbots is
crucial. This study analyses the various ways of AI chatbots that might enhance the online
shopping experience, with a specific focus on their potential, for real-time customer service,
product recommendations, and expedited purchases. Artificial intelligence (AI) chatbots can
mimic human-like interactions, respond immediately to the queries of customers, and assist
them with their experience of purchase by utilizing natural language processing, machine
learning, and data analytics. The significant influence of AI chatbots on customer
engagement, satisfaction, and decision-making across the digital buying journey is analysed
in this study. The impact of chatbot-driven customisation on customer happiness and
retention is also examined in this paper. All e-commerce companies looking forward to
improve customer experiences, minimise expenses, and obtain a competitive advantage in the
e-market, that shows AI chatbots are important tools. By examiningcurrent implementations,
technological capabilities, and customer feedback, this study states that AI chatbots enhance
the online shopping experiences by offering real-time assistance, tailored suggestions,
expedited checkout procedures, and round-the-clock accessibility. As per the findings,
properly deployed chatbots improve customer support operations as well as improves the user
experience, establishing new standards for digital retail tactics. The study highlights the
growing importance of AI chatbots as tactical instruments in manipulating the direction of
online sales. In addition to discussing obstacles and constraints, the paper looks at upcoming
advancements in chatbot technology for e-commerce applications.
Keywords: AI chatbots, e-commerce, online shopping, customer experience, personalization,
artificial intelligence.