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{201876,
        author = {Kolagani Harika and Dr. Syed Shahid Raza},
        title = {An Analytical Study of Customer Experience with Chatbot Support: Evidence from Amazon (India) Using Descriptive Analytics},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {12},
        number = {12},
        pages = {8403-8408},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=201876},
        abstract = {The development of artificial intelligence, the use of the same in providing support to customers as part of the provision of assistance has become very common in the e-commerce industry using chatbots, whose role is to reply to the questions asked by the customers via text messages. Chatbots play a crucial role in ensuring that the problems raised by the customer are answered. For instance, customers can query about order tracking, refunds, product return, delivery among other things. However, while the support provided by the chatbots can be quick and convenient, the experience of different customers will depend on how easy, accurate and capable the chatbots are in meeting the needs of the customer. Therefore, the need for customer perception analysis arises to determine the level of customer satisfaction with chatbot support.  The Analytical Study of Customer Experience with Chatbot Support in Amazon India Using Descriptive Analytics” is the proposed title for this study. This study aims at analyzing the perception of the customers concerning chatbot support in Amazon India. Besides, the study will seek to measure customer satisfaction, understand chatbot support, examine issues facing customers when using chatbot support and compare customer preference between humans and chatbot support. To attain primary data needed, a questionnaire survey will be employed, which will then be subjected to descriptive analytics like percentage and graphical analyses.},
        keywords = {Chatbot, Customer Satisfaction, Artificial Intelligence, E-commerce, Amazon India, Descriptive Analytics},
        month = {May},
        }