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@article{210554,
        author = {Abhay Jeet Singh and Dr. Sachin Shukla},
        title = {Customer Engagement and Chatbots: Examining the Role of AI-Powered Conversational Agents in Enhancing Customer Experience and Relationship Management},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {13},
        number = {6},
        pages = {1400-1407},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=210554},
        abstract = {The fast development of Artificial Intelligence (AI) has changed how organisations engage with consumers, offer services, and build long-term client relationships. AI-powered chatbots are becoming a major digital communication tool, allowing businesses to provide automated, personalised and ongoing customer care. This study paper discusses the link between consumer interaction and chatbot technology, focusing on customer happiness, service quality, personalisation, trust, responsiveness, and customer loyalty. The research intends to explore the impact of chatbot features on customer experience and how organisations may use conversational AI to enhance consumer engagement in competitive digital marketplaces. The study is quantitative, descriptive and analytical. It is backed by contemporary literature produced between 2023 and 2026. The suggested structured questionnaire employs a five-point Likert scale to assess customers’ impressions of the usefulness of chatbots. For the purpose of illustrating the quantitative analysis, an example dataset of 200 fictitious respondents is utilised to evaluate patterns of chatbot use, customer happiness, personalisation, responsiveness, trust, and continuing usage intentions. The results were presented using descriptive statistics, percentage analysis, mean scores and comparative interpretation. The study approach identifies chatbot responsiveness, personalisation, communication quality, and perceived dependability as key elements that impact consumer engagement. The article also investigates how consumer trust and privacy concerns moderate the effect of chatbot interactions on customer loyalty. Studies have shown that conversational agents may improve customer experience and engagement. Their success, however, relies on the interaction quality, human-like communication, transparency, and availability of a human assistant when needed. The report indicates that chatbots are not a basic automated customer support tool but a strategic tool for relationship management and digital marketing. Organisations should combine intelligent chatbots with human customer-support systems to boost consumer pleasure, trust, repeat contact and sustainable client relationships. The study findings have theoretical and managerial implications for organisations that adopt AI-based client engagement techniques.},
        keywords = {Customer Engagement; Artificial Intelligence; Chatbots; Conversational AI; Customer Satisfaction; Customer Experience; Customer Loyalty; Personalization; Customer Trust; Digital Marketing; Customer Relationship Management.},
        month = {November},
        }