Conversational Commerce: Designing and Evaluating a Whatsapp-Based e-Commerce Chatbot

This paper presents the design, development, and comprehensive evaluation of an advanced WhatsApp-based e-commerce chatbot. By integrating product search, secure payment processing, and order fulfilment functionalities within the WhatsApp platform, the system enhances the customer experience through Natural Language Processing (NLP) and machine learning techniques. The chatbot demonstrated significant improvements in user engagement, transaction completion rates, and operational cost reductions. Initial experiments show high user satisfaction with a 97% success rate in catalogue navigation and a 95% transaction completion rate. Future improvements will focus on multi-language support, AI-driven recommendations, and enhanced payment options.