Copyright © 2026 Authors retain the copyright of this article. This article is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

@article{173741,
        author = {Dr.Ancy Simi N A},
        title = {A STUDY ON THE FUNCTIONALITY AND IMPACT OF CHATBOTS IN ONLINE SHOPPING},
        journal = {International Journal of Innovative Research in Technology},
        year = {2025},
        volume = {11},
        number = {10},
        pages = {1199-1203},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=173741},
        abstract = {Chatbots are software applications that engage users online by answering questions, suggesting products, and providing information. This type of technology can be beneficial for answering simple queries and providing automated customer support 24/7.Chatbots provide a quicker conversation compared to customer inquiries via email or phone. Through chatbots customers are connected with the brand, they shop at their long-time favourite store. The study is based on primary data for which data were collected from 60 students from Palakkad. Data collected were analysed using simple percentage tool. This study aims to analyse the Impact of chatbot on Customer Experience and the Challenges faced while interacting with chatbots during online shopping. It is found in the study that Using chatbots, can connect with customers on a personal level efficiently while also improves the marketing strategy. Hence the research provides valuable insights into the prevalence of online shopping habits.},
        keywords = {Chatbot, Online shopping and Customers.},
        month = {March},
        }