Enhancing Customer Experience and Service Management through AI in Online Shopping

Abstract

This study explores the enhancing customer experience and service management through AI in online shopping. The research aims to identify the key factors influencing customer experience, such as convenience, security, and user experience. A survey was conducted with a sample of 50 AI online shopping users across different age groups, income levels, and professions. Data collected through structured questionnaire and the study is descriptive and an analytical type of research in nature and is based on both Primary and Secondary Data. Simple Random Sampling Technique has been adopted to select the sample respondents. Simple statistical tools like Percentages and Averages were used to analyse the data. The results indicate that enhancing customer experience and convenience of the primary drivers of customer satisfaction, while concerns about security and occasional technical glitches impact the user experience. This paper explores how AI technologies such as machine learning, natural language processing, and predictive analytics are employed to personalize shopping experiences, improve customer support, and optimize supply chain operations. By reviewing current literature, we identify key advancements, challenges, and future prospects for integrating AI into e-commerce platforms to foster customer satisfaction and operational efficiency.