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@article{185509,
        author = {Dr Salma Jahan Siddiqui},
        title = {AI Chatbots in E-Commerce: Transforming Customer Experience, Service Efficiency, and Relationship Management},
        journal = {International Journal of Innovative Research in Technology},
        year = {2025},
        volume = {12},
        number = {5},
        pages = {2063-2065},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=185509},
        abstract = {The rapid digitalization of commerce has transformed the dynamics of customer engagement. Artificial Intelligence (AI)-powered chatbots have emerged as a crucial innovation in e-commerce, enabling real-time communication, improving accessibility, and strengthening customer relationships. This paper investigates the role of AI chatbots in enhancing customer experience, operational efficiency, and relationship management in e-commerce platforms. Drawing upon recent literature, this study explores the extent to which chatbots influence customer satisfaction, retention, and trust while balancing automation with human empathy. Findings reveal that AI chatbots contribute significantly to service efficiency and customer engagement, though challenges such as lack of emotional intelligence and ethical considerations persist. The paper concludes with strategic recommendations for effective chatbot integration to foster customer-centric e-commerce ecosystems.},
        keywords = {Artificial Intelligence, Chatbots, E-commerce, Customer Relationship Management, Customer Experience, Service Efficiency},
        month = {October},
        }