Ai Chat Assistant for Online Business
Year: 2026
Type: article
Abstract: Online businesses must answer product questions, explain policies, guide purchases and resolve order-related concerns across multiplechannels. Human-only support can be costly and slow during peak demand, while rigid rule-based chatbots struggle with varied wording andmulti-step questions. This paper presents a conceptual design for an Artificial Intelligence (AI) Chat Assistant for Online Business thatcombines natural language understanding, retrieval from approved business knowledge, controlled access to commerce services andescalation to human staff. The proposed assistant interprets customer intent, retrieves relevant product and policy information, generatesgrounded responses, and invokes permitted actions such as checking order status only after appropriate authentication. The architectureemphasizes factual consistency, privacy, security, accessibility and measurable service quality. It also describes a developmentmethodology, evaluation metrics, risk controls and a staged deployment plan. Since this is a design-oriented study, no original performanceresults are claimed; the proposed evaluation must be conducted using representative customer queries and verified business data.
Author: Barge, Bhumika
Language: English
Topic: AI in Service Interactions
Subfield: Artificial Intelligence
Field: Computer Science
Domain: Physical Sciences
Open Access status: green
OpenAlex ID: W7224443190