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@article{197693,
        author = {Dr. K  Neeraja},
        title = {A Study on Customer Experience Management via Chat bots in Kalaburagi city with Special reference to Amazon Customer Services},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {12},
        number = {11},
        pages = {5936-5940},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=197693},
        abstract = {Artificial Intelligence (AI) is increasingly integrated into e-commerce platforms to improve customer support. Chatbots, in particular, play a significant role in assisting users during online shopping. This study examines customer perceptions of Amazon’s AI-driven chatbot, focusing on key aspects such as responsiveness, accuracy, and ease of use. Data was collected through a structured questionnaire utilizing a Likert scale. The findings show that prompt responses and accurate information increase customer satisfaction and confidence. Favorable user perceptions of chatbots encourage their ongoing adoption in e-commerce environments. The study also provides recommendations aimed at improving customer engagement and enhancing the overall effectiveness of chatbot systems.},
        keywords = {Artificial Intelligence (AI), Human intelligence, Chatbots, Consumer Perception, Customer experience.},
        month = {April},
        }