DefinePK

Abstract

New technologies, such as artificial intelligence in retail industries, have thus come to play a very significant role in creating an excellent customer experience. These days, the prime focus of organizations is on building outstanding customer service making their customers fulfilled, raising their purchasing experience, and encouraging engagement and loyalty. To this end, AI-Chatbots have been hugely used by commercial companies since they are more precise, accessible, and convenient, which provides rapid solutions while also offering customized products or services for the customers. This paper attempts to discuss the aspect of customer care and interaction through AI chatbots. The most important factors of customer satisfaction, operational activity, and quality interaction are dealt with in great detail with the implementation of technological, infrastructural, and strategic implementation of AI chatbots. The company collected primary data from retail customers through statistical methods, including correlation tests and T test, to determine how chatbots impact customer support metrics. This is entirely clear from the findings and shows how there is a correlation that may suggest integration with a positive influence on customer satisfaction, especially coming from fast response and personalization. However, this study also noted the difficulties, such as limitations of natural language processing and apprehension of customers to talk to an automated system. According to this study, human support and regional personalization will improve this effectiveness. The practical implications call for customer-centric approach boundaries under which the leaders of retailers embrace AI-powered solutions. Some future research should be carried on in enabling the advancement of AI capabilities to deal with complex queries of customers, and how it impacts customer loyalty, and its long-term implications on cost drivers such as operational costs