A Study on the Impact of AI-driven Chatbots on Customer Service Experience in Online Electronics Retailing
Author : Dr. M Kowsalya and Deepac Kumar
Abstract :
The online electronics retail sector in India is experiencing rapid growth, driven by expanding internet access, rising consumer spending, and the proliferation of AI-powered customer service tools. Among the most transformative of these tools is the AI-driven chatbot an intelligent, automated conversational agent capable of handling product enquiries, order tracking, return assistance, and technical troubleshooting in real time. This study examines the impact of AI-driven chatbots on the customer service experience of online electronics consumers, using primary survey data collected from 50 respondents. Employing percentage analysis, Pearson correlation analysis, and one-way ANOVA, the study evaluates chatbot performance across three dimensions: service efficiency, customer satisfaction and trust, and influence on buying behaviour.
Keywords :
AI-driven Chatbots, Customer Service Experience, Online Electronics Retailing, Service Efficiency, Consumer Trust, Buying Behaviour, NLP, E-commerce, India.
