Paper Details

Name: Vineetha .V & Mohan Kumar.S
Country: India

Year: 2026
Volume: Volume No: 13, Issue: 1, Year: 2026
Page Number: 168-173
DOI: https://doi.org/10.5281/zenodo.19810148

ABSTRACT
This study investigates the impact of Artificial Intelligence (AI) and chatbot technologies on the customer service experience, with a comparative focus on two of India's leading ecommerce platforms, Amazon and Flipkart. As digital commerce evolves, AI-powered tools such as virtual assistants, recommendation engines, and automated support bots are increasingly reshaping how customers interact with platforms. This research examines customer satisfaction levels, response efficiency, issue resolution rates, and overall perception of AI-driven support systems on both platforms. Primary data were collected through structured questionnaires distributed among online shoppers. The findings indicate that while both platforms leverage AI effectively, Amazon's AI ecosystem tends to offer a more seamless customer experience, while Flipkart is rapidly advancing its AI capabilities to meet growing customer expectations. The study underscores the importance of continued AI investment to enhance customer loyalty and service quality in the competitive Indian ecommerce landscape.

Keywords: Artificial Intelligence, Chatbots, Customer Service, E-commerce, Amazon,
Flipkart, Customer Satisfaction, Virtual Assistants