The Role of AI Chatbots on E-Commerce Platforms: Understanding its Influence on Customer Trust and Dependability

This study investigates the role of AI chatbots in enhancing customer trust and dependability on e-commerce platforms. With the changing landscape of business due to advancements AI chatbots have become crucial tools for customer engagement and simplifying transactions. The study explores factors that affect customer trust, such as chatbot knowledge, humanlike qualities, responsiveness and brand reputation. By collecting data from 209 e-commerce users in Indonesia through a survey using quantitative methods the study discovered that expertise and responsiveness play a significant role in enhancing trust in AI chatbots leading to increased reliance by customers on these systems. Surprisingly, brand reputation alone did not have a direct effect on chatbot trust. The research emphasizes the need to optimize chatbot features to build user trust and suggests that while humanlike characteristics can improve interactions the main focus should be on efficiency. These findings provide insights for businesses looking to use AI chatbots effectively to enhance customer satisfaction and loyalty in today's competitive e-commerce environment.