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@article{207670,
        author = {Shehu Hussaina and Ahmad kuluwa Hauwa and Umar Turaki Abdulmalik},
        title = {EFFECTIVENESS OF AI-POWERED CHATBOTS IN ENHANCING CUSTOMER SERVICE DELIVERY IN RETAIL BUSINESSES IN SOUTHWESTERN NIGERIA},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {13},
        number = {3},
        pages = {2303-2316},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=207670},
        abstract = {The rapid growth of Artificial Intelligence (AI) has significantly changed customer service delivery in modern retail businesses through the introduction of intelligent chatbot systems. This study examined the effectiveness of AI-powered chatbots in enhancing customer service delivery in retail businesses in Southwestern Nigeria. The study focused on determining the extent to which chatbot adoption influences customer satisfaction, response time, and operational efficiency within selected retail organizations. A descriptive survey research design was adopted for the study, and data were collected from customers and retail staff through structured questionnaires. The collected data were analyzed using descriptive statistics such as frequency distribution, percentages, mean scores, and inferential statistical methods to evaluate the relationship between chatbot usage and service performance. Findings revealed that AI-powered chatbots significantly improved customer interaction by providing instant responses, reducing waiting time, and offering twenty-four-hour service availability. The results further showed that businesses using chatbot systems experienced improved workflow efficiency, reduced staff workload, and increased customer engagement.The study also found that chatbot personalization and natural language processing capabilities contributed positively to user satisfaction and repeated patronage. Despite these benefits, challenges such as privacy concerns, limited local language understanding, and occasional inaccurate responses were identified as barriers to full implementation. The study concluded that AI-powered chatbots can serve as an effective tool for improving customer service delivery in retail businesses when properly integrated with human support systems. It was recommended that retail businesses invest in adaptive chatbot technologies, improve data security measures, and develop multilingual chatbot systems that reflect local customer communication patterns. The study contributes to the growing body of knowledge on conversational AI in emerging markets and provides practical insights for businesses seeking to improve service quality through digital innovation.},
        keywords = {Artificial Intelligence, Chatbots, Customer Service Delivery, Retail Business, Customer Satisfaction, Operational Efficiency, Southwestern Nigeria.},
        month = {August},
        }