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@article{204501,
        author = {B Naga Vyshnavi and Dr Krishna Kumar P R},
        title = {Next-Generation AI-Powered Chatbots for SMBs: A Multi-Modal, Blockchain-Secured, and Emotionally Intelligent Customer Service Framework},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {13},
        number = {1},
        pages = {2198-2202},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=204501},
        abstract = {Intelligent, cost-effective, and scalable solutions provided by AI-driven chatbots are changing customer service and can be allowed to be used by small and medium-sized businesses (SMBs). Among the many things conventional chatbot technology is criticized for are poor contextual understanding, incorrect emotion detection, and insecure transactions, among others. A multi-modal interaction (text, voice, video) chatbot system, the blockchain, and emotion-sensing customer interaction have been introduced in this paper. With that, the new system allows for deep learning models to permit natural language processing, sentiment analysis, and predictive analytics for improving user experience. Blockchain brings about secure and tamper-proof transactions with data privacy for vital customer affairs. Also, the bot makes use of the adaptive learning system to improve responses continuously from requirements in a manner that caters to the customer preferences and the patterns of their behavior. SMBs can design and deploy workflow with an AI customization system that won’t need any IT expertise, for ease & simplicity of the deployment. The effectiveness of the proposed system in generating more accurate responses at lower cost of operation and higher level of customer satisfaction, compared to conventional chatbots is verified through experimental analysis. The system is deployed and proven effective in a case study in retail SMB. This work will pave the path towards developing futuristic AI-driven chatbots for SMBs to utilize for revolutionizing the way customer engagement is accomplished, advancing human speech to cognitive automation.},
        keywords = {AI-Driven, speech, customer, Emotional, blockchain},
        month = {June},
        }