Effectiveness of AI Chatbots in E-Commerce: Benefits, Limitations and Trust
Pandey, Suresh (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025121737783
https://urn.fi/URN:NBN:fi:amk-2025121737783
Tiivistelmä
This thesis is a research based which studies about the Effectiveness of AI chatbots in E-Commerce, specially focusing in three main scopes its Benefits, Limitations and Trust. The report will dive into the theoretical terms associated with it. The thesis aims to study the individual shift of people’s behaviour is using the chatbots when using the online retail stores.
The report will use the survey method to acquire the data which will include both qualitative and quantitative approach to get better response from the respondent. Quantitative part includes multiple choice questions and qualitative part includes open-ended questions where respondent can write their opinions. Google forms survey is used for this approach.
The report includes Introduction which consist of General Introduction, Objective and scopes define and key concepts. Theoretical framework follows Introduction where chatbots and its types are described with key elements of AI explained. Next Methodology which includes the justification for research method used. Next include the Results and Findings which is the followed by discussion and conclusion.
The study includes perceived views from participants with their experience in interaction to Chatbot. The discussion links the finding from survey with the existing theoretical framework and connects with the research question defined in the objective and scope of thesis. The study concludes that Chatbot play important role in e-commerce as an option for customer service, but it cannot be fully functional without human support. This study has contributed a deeper understanding of the topic chatbot effectiveness.
The report will use the survey method to acquire the data which will include both qualitative and quantitative approach to get better response from the respondent. Quantitative part includes multiple choice questions and qualitative part includes open-ended questions where respondent can write their opinions. Google forms survey is used for this approach.
The report includes Introduction which consist of General Introduction, Objective and scopes define and key concepts. Theoretical framework follows Introduction where chatbots and its types are described with key elements of AI explained. Next Methodology which includes the justification for research method used. Next include the Results and Findings which is the followed by discussion and conclusion.
The study includes perceived views from participants with their experience in interaction to Chatbot. The discussion links the finding from survey with the existing theoretical framework and connects with the research question defined in the objective and scope of thesis. The study concludes that Chatbot play important role in e-commerce as an option for customer service, but it cannot be fully functional without human support. This study has contributed a deeper understanding of the topic chatbot effectiveness.