Conversational AI in E-Commerce: Enhancing Customer Experience in Indian Online Retail

Dr. Sushmita Rao

doi:10.36676/urr.v8.i4.1407

Authors

Dr. Sushmita Rao Department of Information Technology, Indian Institute of Technology (IIT) Bombay, India

DOI:

https://doi.org/10.36676/urr.v8.i4.1407

Keywords:

Conversational AI, E-Commerce, Natural Language Processing

Abstract

With the rise of e-commerce in India, businesses are increasingly leveraging Conversational AI to enhance customer engagement and service delivery. This paper explores the use of Natural Language Processing (NLP) and AI chatbots in Indian online retail platforms. The study focuses on the deployment of AI-driven virtual assistants to streamline customer service, order tracking, and personalized product recommendations. By analyzing customer interactions with Conversational AI systems, the paper assesses the impact of these technologies on customer satisfaction and business efficiency. Additionally, challenges like language diversity, user trust, and data security in the Indian context are discussed

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