How Chatbots Influence Customer Experience and Conversion Rates in E-Commerce

• Author(s): Akash Ranjan
• Paper ID: 1708825
• Page: 2267-2268
• Published Date: 05-06-2025
• Published In: Iconic Research And Engineering Journals
• Publisher: IRE Journals
• e-ISSN: 2456-8880
• Volume/Issue: Volume 8 Issue 11 May-2025

Abstract

In modern-day e-commerce, businesses use AI chatbots to interact with customers on a personal level while providing instantaneous and easily accessible assistance. This study focuses on the impact of chatbot features on customer satisfaction and business sales. This research combine quantitative and qualitative approaches: survey data from 130 participants and publicly available industry data. It was noted that with the integration of AI chatbots, there was a marked increase in customer satisfaction (CSAT) and enabled them to complete a sale with the company. More specifically, CSAT scores were increased by 34%, while conversion rates tripled. The results highlight the crucial role responsiveness and customization of chatbots play in streamlining operational processes for retailers in the digital landscape, as well as the positive effect these elements have on retail success.

Keywords

E-commerce, Chatbots, Retail, AI Integration, Customer Satisfaction, Digital Customer Engagement, Customer Experience Enhancement, Customer Conversion Metrics.

Citations

IRE Journals:
Akash Ranjan "How Chatbots Influence Customer Experience and Conversion Rates in E-Commerce" Iconic Research And Engineering Journals Volume 8 Issue 11 2025 Page 2267-2268

IEEE:
Akash Ranjan "How Chatbots Influence Customer Experience and Conversion Rates in E-Commerce" Iconic Research And Engineering Journals, 8(11)