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The Role of AI Chatbots in Enhancing Online Customer Experiences

Sneha Sahu

Abstract

This research paper explores the transformative role of AI-powered chatbots in reshaping online customer experiences. With the rise of e-commerce and digital services, businesses are increasingly adopting AI chatbots to offer instant support, personalized interactions, and round-the-clock availability. The study investigates how chatbot integration improves customer satisfaction, operational efficiency, and brand engagement. Using both primary and secondary data, the research analyzes key success factors, challenges, and future directions in chatbot technology. The findings suggest that AI chatbots are not merely tools for automation but strategic assets for delivering seamless, human-like customer service in the digital age.

Keywords: AI Chatbots, Customer Experience, Customer Satisfaction, Digital Transformation, Customer Support, Natural Language Processing (NLP), Automation, E-commerce