CONSUMER ATTITUDE TOWARDS AI-DRIVEN CHATBOTS IN ONLINE SHOPPING PLATFORMS INTRODUCTION

As online shopping continues to surge, AI-driven chatbots have emerged as essential tools to enhance customer experience by providing instant, personalized support. This study investigates consumer attitudes towards AI chatbots on online shopping platforms in Coimbatore, based on responses from 250 users. Results indicate that consumers highly value the quick responses and convenience offered by chatbots, yet there remains some hesitation regarding trust and the chatbot’s influence on purchase decisions. The study underscores the increasing role of AI in shaping online retail experiences and suggests that improving chatbot personalization, transparency, and integration with human support can further boost consumer satisfaction. These insights offer practical guidance for e-commerce businesses aiming to harness AI technology effectively.