Enhancing Customer Satisfaction and Loyalty in E-Commerce through AI-Based Chatbots: A Study on Flipkart


AI-based chatbots have revolutionized customer interactions in e-commerce, offering proactive assistance and information tailored to individual needs. This study explores the impact of chatbots on customer satisfaction and loyalty, highlighting the importance of personalized communication. Through a comprehensive review and analysis, the research identifies key factors influencing customer perceptions of chatbots in the Indian market. Findings suggest a positive correlation between chatbot usage and customer loyalty. However, societal acceptance remains a challenge, particularly due to linguistic barriers. Future research directions are proposed to address these limitations and enhance the effectiveness of AI chatbots in e-commerce.

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