Paper Details

Name: Anushri Pareek & Nandini Gupta
Country: India

Year: 2025
Volume: Volume No: 12, Issue No: 2, Year: 2025, (Specials issue-1)
Page Number: 168-179
DOI: https://doi.org/10.5281/zenodo.17839619

ABSTRACT
In the fast, competitive, and evolving world of e-commerce, creating a unique, consistent
customer experience is a strategic tool. As exciting as the field is for companies, tools like
chatbotsandvoiceassistantsplayanimportantpartinimprovingcustomerinteractionsacross the
entire customer journey. Over the last ten years, technology has improved enormously—
from basic, rule-based responders to smart, fully AI-supported tools that can understand
natural language processing (NTP), process contextual information, and offer real-time
response capabilities.
This study explores how chatbot and voice assistants support the automation of repetitive
tasks like order tracking, product related queries, and return processes or even the CRM
process. Their capacity for automation allows human agents to devote their time to
responding to challenging questions and improving service and operational productivity
because repetitive tasks are delegated to chatbots and voice assistants, while also leveraging
data through the important process of CRM engagement. This improves customer satisfaction
and retention and improves customer engagement through personalization and decisionmaking tools.
After reviewing the literature and documenting current uses and applications in e-commerce,
this research summary describes how relevant conversational AI can be in synthesizing and
updating how customers interact with brands throughout their journey. Their work is
important to develop scalable, responsive and customer-centric businesses and persists as a
significant part of promoting digital transformation perspectives.
Keywords: Artificial Intelligence, E-Commerce, Customer Relationship Management,
Chatbot, Voice Assistants, Natural Language Processing, Business Automation