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@article{182383,
        author = {Satanik Chakraborti and Santhosh Alapati and Debdeep Paul},
        title = {The impact of AI-powered customer service tools (chatbots) on consumer satisfaction and brand loyalty in e-commerce.},
        journal = {International Journal of Innovative Research in Technology},
        year = {2025},
        volume = {12},
        number = {2},
        pages = {2067-2084},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=182383},
        abstract = {The integration of artificial intelligence (AI) has revolutionized customer experience by enhancing service quality, personalization, and communication efficiency. This study explores the impact of AI-powered chatbots and virtual assistants on consumer behaviour, emphasizing their role in customer service, customized interactions, and operational efficiency.
AI chatbots have transformed customer support by offering real-time assistance and 24/7 availability, addressing the limitations of traditional service channels. Through case studies and industry practices, this research examines how businesses leverage chatbots to improve service quality, influencing consumer perceptions and loyalty. Beyond support, AI-driven customization enhances user experiences by analysing vast customer data to provide personalized recommendations and interactions. This study evaluates the impact of such personalization on consumer decision-making and brand loyalty.
Additionally, AI improves efficiency by handling routine inquiries, allowing human resources to focus on complex tasks. By reviewing empirical studies, this research assesses the cost savings and operational benefits of AI-driven customer service.
In summary, this study contributes to understanding AI’s role in shaping modern customer experiences. As AI continues to evolve, businesses must harness its potential to enhance efficiency, create personalized interactions, and deliver superior customer service to maintain a competitive edge.},
        keywords = {AI Chatbots, Customer Experience, Personalization, Consumer Behavior, Operational Efficiency, and E-commerce},
        month = {July},
        }