Role of AI-Chatbots in enhancing e-commerce accessibility and its impact on customer experience
Year: 2025
Type: article
Abstract: E-commerce platforms that integrate AI-based chatbots have revolutionized the retail industry.Using AI chatbots makes it easier for e-commerce platforms to provide accessibility to diverse customers and offer them a better shopping experience.This paper focuses on the use of AI chatbots to overcome the accessibility gap that most e-commerce platforms face and how customer feedback is used to enhance chatbot functionality.Through the analysis of data from e-commerce platforms, industry reports, and customer experiences, this paper demonstrates how chatbots improve user experience, increase customer satisfaction, and enhance operational efficiency.It also explores the importance of customer feedback for the optimization of AI-based chatbot functionality to provide a continuous feedback loop for better customer interaction Keywords: AI, AI-Chatbots, e-commerce, accessibility, customer feedback, customer experience, retail, user engagement, business efficiency
Authors: Ayush Kumar, Stuti Mishra
Institution: Mahatma Gandhi Kashi Vidyapith
Language: English
Topic: AI in Service Interactions
Subfield: Artificial Intelligence
Field: Computer Science
Domain: Physical Sciences
Open Access status: bronze
OpenAlex ID: W4409344248